Help Desk Lead

A company is looking for a Help Desk Lead - Financial Shared Services.

Key Responsibilities :

Design and implement a Shared Services Help Desk framework for Tier 1 and Tier 2 inquiries

Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with IT

Source and manage initiatives to improve help desk efficiency and responsiveness

Qualifications :

Bachelor's degree in Business, Operations, IT, or related field

5+ years of experience in service delivery, help desk operations, or Shared Services support roles

Experience with ticketing systems, chatbot platforms, and telephony systems

Strong analytical skills and familiarity with performance metrics and reporting tools

Project Management or Six Sigma certification is a plus