Director, Employee Help Desk (Tier 1 Support & Employee Experience)

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

• 10–18 yrs of experience
• HR operations
• ServiceNow
• Payroll
• BBA

Good to have

• Six Sigma
• ITIL