Help Desk Lead
VirtualVocationsRockville, Maryland, United Statesjob_description.job_card.variable_days_ago
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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
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Help Desk Lead • Rockville, Maryland, United States
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