Help Desk Lead - Financial Shared Services - Remote Eligible

Help Desk Lead - Financial Shared Services

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Help Desk Lead - Financial Shared Services in the United States.

This role offers the opportunity to establish and lead a centralized help desk within a dynamic Shared Services environment. You will design and implement scalable support models across Payroll, Invoice-to-Pay, and Order-to-Cash functions, ensuring timely and accurate resolution of inquiries. The position involves managing Tier 1 and Tier 2 support, leveraging ticketing systems, chatbots, AI agents, and telephony tools to optimize service delivery across multiple time zones. You will collaborate with cross-functional teams to improve workflows, monitor performance metrics, and implement continuous improvements. This is a high-impact role where your leadership and process innovation will directly enhance customer, vendor, and employee experiences.

Accountabilities:

· Design, implement, and manage a centralized Shared Services Help Desk to handle Tier 1 and Tier 2 inquiries.

· Establish and maintain SLAs, standardized workflows, and escalation protocols to ensure timely ticket resolution.

· Partner with Payroll, Invoice-to-Pay, and Order-to-Cash teams to resolve complex Tier 2 issues and improve support processes.

· Deploy and optimize ticketing platforms, chatbots, AI agents, self-service portals, and telephony systems to streamline operations.

· Monitor service performance through KPIs, analyze recurring issues, and propose improvements to elevate service quality.

· Conduct continuous improvement initiatives to enhance help desk efficiency, responsiveness, and user experience.