Director, Desktop Support

Overview

Health Edge® 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 Health Edge 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.

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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.

• 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

• 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…