Help Desk Lead - Financial Shared Services - Remote Eligible

Help Desk Lead

Position Summary: We are seeking a proactive and service-oriented Help Desk Lead to establish and manage a centralized support capability within our Shared Services organization. This role will be responsible for designing and delivering a scalable help desk model that supports customer, vendor, and employee inquiries across Payroll, Invoice-to-Pay (I2P), and Order-to-Cash (O2C) functions. The Help Desk will provide Tier 1 support via self-service tools and Tier 2 support by partnering with Shared Services functional teams to resolve more complex inquiries. The ideal candidate will drive service excellence through self-service portals, internal/external sites, ticketing systems (e.g., ServiceNow), SLAs and performance metrics, chatbots, AI agents, and a multi-pronged interaction strategy that includes telephony, prompt menus, and dynamic routing based on call volume fluctuations and multi-time zone operations.

Key Responsibilities:

Service Delivery & Support Model:

• Design and implement a Shared Services Help Desk framework to support Tier 1 and Tier 2 inquiries.

• Develop and maintain service level agreements (SLAs) with business and corporate stakeholders.

• Ensure timely and accurate resolution of tickets through standardized workflows and escalation protocols.

• Partner with Payroll, I2P, and O2C teams to resolve Tier 2 inquiries and improve support processes.

Technology & Automation:

• Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with IT and other functional areas.

• Develop and maintain self-service tools including portals, inter/intranet sites, and FAQ & forms repositories.

• Design and implement telephony systems, prompt menus, and routing logic to manage incoming inquiries efficiently across time zones and varying call volumes.

Performance Monitoring & Reporting:

• Develop and track KPIs related to ticket resolution time, customer satisfaction, and service quality.

• Benchmark against Shared Services and Global Business Services (GBS) industry best practices to identify gaps and opportunities.

• Propose innovative strategies and approaches to elevate service delivery and user experience.

Continuous Improvement:

• Source, manage, and execute a portfolio of initiatives focused on improving help desk efficiency and responsiveness.

• Conduct root cause analysis on recurring issues and recommend process or system changes.

• Collaborate with functional teams to ensure help desk content and workflows remain accurate and relevant.

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 (e.g., ServiceNow), chatbot platforms, telephony systems, and knowledge management tools.

• Strong analytical skills and familiarity with performance metrics and reporting tools.

• Excellent communication, problem-solving, and stakeholder management skills.

• Project Management or Six Sigma certification is a plus.

Why This Role Matters: This is a high-impact, foundational role that will shape how Shared Services supports the business. You'll have the opportunity to build a scalable help desk model, improve service delivery, and enhance the employee experience across the enterprise.

Salary may vary depending on factors such as confirmed job-related skills, experience, and location. It is not typical for an individual to be hired at or near the top end of the range for their role. Compensation decisions are dependent upon the facts and circumstances of each case.

However, the pay range for this position is as follows. Sales Positions are eligible for a Variable Incentive $45.35-$64.79

We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

401k savings & company match

Paid time off

Paid holidays

Maternity leave

Parental leave

Military leave

Other leaves of absence

Health, dental, and vision benefits

Health savings accounts

Flexible spending accounts

Life & disability benefits

Identity theft protection

Pet insurance

Certain positions may include eligibility for a short term incentive plan

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.