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.

·         Bachelor’s degree in Business, Operations, IT, or a related field.

·         5+ years of experience in service delivery, help desk operations, or Shared Services support roles.

·         Proficiency with ticketing systems (e.g., ServiceNow), chatbot platforms, telephony systems, and knowledge management tools.

·         Strong analytical skills, familiarity with performance metrics, and experience with reporting tools.

·         Excellent communication, problem-solving, and stakeholder management abilities.

·         Project Management or Six Sigma certification is a plus.

·         Competitive hourly rate: $45.35–$64.79 (depending on experience and location).

·         401(k) savings plan with company match.

·         Paid time off, holidays, maternity, parental, and military leave.

·         Health, dental, and vision benefits.

·         Health savings and flexible spending accounts.

·         Life and disability coverage.

·         Identity theft protection and pet insurance.

·         Eligibility for short-term incentive plans in certain positions.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias—focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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