Position Overview:  
We’re seeking an exceptional Director of Desktop 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 7,000 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. 
 

About Center of Excellence: 

Centers of Excellence (COE) are teams whose primary goal is to provide expertise in a specific field. COEs will usually provide support through training, research, and skilled leaders. In the case of HealthEdge, our Centers of Excellence incorporate the Human Resources, IT, Legal and Financial fields, all of which provide support to our Product divisions and allows the enterprise to move forward and achieve its goals. 

Your Impact:  

• Develop and 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, 2&3, and HW) 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 and implement self-service capabilities 

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

• Implement and optimize follow-the-sun support model across India, US, 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 

• Oversee implementation and optimization of ITSM tools, knowledge bases, and self-service portals 

• 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 

• Maintain security and compliance standards across all service desk technologies 

What You Bring:  

• 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 

• Experience implementing AI/ML solutions for IT service management 

• Previous experience in merger and acquisition IT integration projects a plus 

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers. 

Geographic Responsibility: While HealthEdge is located in Boston, MA you may live anywhere in the US 
Type of Employment: Full-time, permanent 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology. 

• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check. 
 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

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**The annual US base salary range for this position is $134,000-$211,000/Yr. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.