Director, Desktop Support

About this role

Overview
HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.
Position Overview:
We’re seeking an exceptional Director of Global IT Support that will lead and oversee global IT service desk operations, managing a multi-tiered support organization that delivers 24/7/365 follow-the-sun coverage to approximately 7,500 employees across five countries. In this strategic leadership role, you will be responsible for establishing world-class service delivery, driving continuous improvement, and ensuring exceptional end-user experiences while managing distributed teams and complex enterprise IT environments. You will also champion the strategic adoption of AI and automation to transform how support is delivered – reducing ticket volume through intelligent self-service and elevating the role of human agents to higher-value work.
What We Need From You:

• Execute a 24/7/365 service availability global service desk strategy aligned with corporate IT objectives and business goals

• Foster a culture of customer service excellence, accountability, and continuous learning to delight our end users

• Build high-performing teams through effective recruiting, onboarding, and training

• Oversee day-to-day operations of a multi-tiered (Tier 1, Tier 2&3, and HW Support) global service desk organization

• Establish service level objectives (SLOs), key performance indicators (KPIs), and operational metrics to measure and improve service delivery

• Drive AI transformation initiatives to modernize service desk operations, including AI-powered ticket triage and routing, predictive issue detection, and self-service deflection to reduce Tier 1 volume

• Champion adoption of AI copilots and agentic tools for L1/L2 technicians to accelerate resolution time and improve first-contact resolution rates

• Define and track AI-driven efficiency metrics (deflection rate, automated resolution %, agent time saved) alongside traditional SLOs/KPIs

• Manage annual budget planning, forecasting, and cost optimization for service desk operations

• Implement and optimize follow-the-sun support model across India, US, The Philippines, Mexico, and UK locations

• Manage relationships with third-party vendors, managed service providers, and technology partners to purchase hardware, licenses, and complete projects in support of end users

• Build strong partnerships with HR, Finance, and other corporate functions

• Drive implementation and optimization of ITSM tools, AI-enabled knowledge bases, and self-service portals – leveraging natural language search and generative AI to improve knowledge accuracy and findability

• Evaluate and implement emerging technologies including AI-powered chatbots, automation, and analytics

• Ensure integration between service desk platforms and enterprise systems (email systems, IAM, HRIS systems, and more)

• Drive adoption of remote support tools, asset management systems, and monitoring solutions for end users

• Maintain security and compliance standards across all service desk technologies

What You Will Bring To HealthEdge:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field (Master's degree preferred)

• 10+ years of progressive IT experience with at least 5 years in service desk leadership roles

• Proven experience managing global, distributed IT support teams across multiple time zones

• Experience supporting organizations of 5,000+ employees in complex, multi-site environments

• Deep expertise in ITSM frameworks (ITIL v3 or v4 certification strongly preferred)

• Experience with ITSM platforms

• Strong knowledge of enterprise IT infrastructure including email, document sharing, user management systems, identity management, and cloud platforms

• Understanding of enterprise mobility management, end user computing (EUC), endpoint management, and security operations

• Familiarity with integration patterns between ITSM, HRIS, and identity management systems

• Demonstrated ability to lead, develop, and retain high-performing global teams

• Strong change management capabilities with experience leading organizational transformations

• Excellent communication skills with ability to present to executive audiences

• Proven track record of building and scaling service desk operations

• Experience managing budgets, vendor relationships, and contractual negotiations

• Customer service orientation with commitment to exceptional user experiences

• Data-driven decision making with strong analytical and problem-solving skills

• Strategic thinking combined with hands-on operational capabilities

• Cultural sensitivity and ability to work effectively across diverse global teams

• Adaptability and resilience in fast-paced, dynamic environments

• Experience with email and IAM systems federations and complex merger/acquisition IT integrations

• Background or familiarity with healthcare compliance (HIPAA, SOC 2) and security frameworks

• Hands-on experience implementing AI/ML-powered ITSM capabilities – chatbots/virtual agents, intelligent ticket routing, automated knowledge management, or predictive analytics – with measurable impact on deflection or resolution metrics

• Previous experience in merger and acquisition IT integration projects a plus
Geographic Responsibility: Remote, US
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to…