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Director, Help Desk Center of Excellence

2 weeks, 6 days ago
United States, Canada
Full-time
Executive
Operations Manager
Customer and Technical Support
Apply Now
CampusWorks

CampusWorks

CampusWorks is a trusted partner for colleges and universities, offering innovative solutions to enhance operations, reduce costs, and improve the student experience. With a focus on providing independent perspectives and creative solutions, CampusWork...

Internet Software & Services
51-250
Founded 1999
View All Jobs 12

Description

  • Lead day-to-day operations of the centralized Help Desk COE in a 24x7x365 support environment.
  • Oversee intake, triage, escalation, and communication workflows for incidents, service requests, and support needs.
  • Monitor support queues, call volumes, ticket flow, response times, service levels, staffing coverage, and after-hours support processes.
  • Develop staffing models, scheduling strategies, and workforce management practices to maintain continuous coverage.
  • Act as an escalation point for urgent, high-impact, or complex customer support situations.
  • Establish operational standards, procedures, workflows, and service delivery expectations.
  • Develop and maintain reporting dashboards, KPIs, operational metrics, and service performance measurements.
  • Drive operational maturity and process improvement aligned with ITSM and industry best practices.
  • Champion a customer-focused support culture and maintain strong relationships with client stakeholders and internal teams.
  • Lead, mentor, coach, and develop staff while supporting recruiting, onboarding, performance management, and succession planning.

Requirements

  • Bachelor’s degree or an equivalent combination of education, certifications, and relevant experience.
  • Minimum of 5 years of leadership experience in a Help Desk, IT support center, contact center, or managed services support environment.
  • Minimum of 8 years of experience in IT operations, customer support, service delivery, or related technical support roles.
  • Experience leading remote teams in a high-volume, 24x7x365 support or call center-style environment.
  • Experience managing workforce scheduling, queue management, operational metrics, and service delivery performance.
  • Experience developing and improving operational processes, procedures, and customer service standards.
  • Strong leadership, organizational, communication, and interpersonal skills.
  • Ability to manage multiple priorities in a fast-paced operational environment.
  • Experience working within a Managed Services Provider (MSP) environment, preferred.
  • Experience supporting higher education institutions or academic technology environments, preferred.
  • ITIL, HDI, or related IT service management certifications, preferred.
  • Experience with ITSM platforms, ticketing systems, contact center technologies, and workforce management tools, preferred.

Benefits

  • Competitive pay.
  • Robust benefits for full-time employees.
  • Professional development opportunities.
  • Remote and onsite flexibility with client-facing consulting work across the U.S. and Canada.
  • Work-life balance and flexible consulting opportunities, including full-time and part-time 1099 roles.
  • Meaningful work supporting higher education and student success.
  • A virtual company culture with home-office based work.
  • A company culture focused on employee care and giving back.

Interested in this position?

Apply directly on the company website

Apply Now

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