Director, Employee Help Desk (Tier 1 Support & Employee Experience)
GurugramFull-time10–18 yrsPosted 5 days ago
Leadership HR role at NTT Data in Gurugram. Needs 10+ years and a BBA.
About the role
The Director, Employee Help Desk is responsible for leading and transforming the organization's Tier 1 employee support function into a best-in-class employee experience channel. This role will oversee the strategy, operations, and continuous improvement of employee support services, leveraging automation, AI, agentic technologies, and self-service capabilities to drive efficiency, improve employee satisfaction, and reduce resolution time.
What you'll do
- Help Desk Strategy & Leadership
- Develop and execute the vision, strategy, and roadmap for the Employee Help Desk and Tier 1 support operations
- Lead teams responsible for handling employee inquiries, requests, and transactions across HR, Payroll, Benefits, and related employee services
- Establish and maintain service delivery standards, KPIs, SLAs, and continuous improvement programs
- Drive operational excellence through standardized processes, governance, and service management best practices
What you need
- HR operations
- ServiceNow
- Payroll
Good to have
- ITIL
- Six Sigma