Director, Desktop Support

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 b