Director of Enterprise Helpdesk

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

The Director of Global Service Desk is responsible for leading, managing, and optimizing the global IT service desk operations to provide exceptional technical support and customer service to all students, faculty and staff and, where applicable, external clients across various international locations. This role ensures the consistent delivery of IT services, adherence to Service Level Agreements (SLAs), and continuous improvement of service desk processes, tools, and technologies on a worldwide basis. The Global service desk Manager plays a vital role in fostering a user-centric support environment and driving operational efficiency across different geographical regions.

Additional Duties include, but are not limited to:

• Provides high-level leadership for all global service desk operations, ensuring 24/7 or appropriate coverage and standardizing processes and best practices across all regions.

• Responsible for leading, mentoring, and managing a globally dispersed team of technicians, fostering a customer-focused, high-performance culture, and conducting regular performance reviews to enhance skills.

• Improve IT support by monitoring key performance indicators (KPIs), implementing escalation procedures, and identifying opportunities to enhance the user experience and service delivery through continuous improvement initiatives.

• Generates and analyzes performance data, providing strategic reports and recommendations to senior IT leadership to inform decision-making and ensure the service desk operates efficiently within its budget.

Work Interactions

This role reports directly to the AVP of Service Management and works closely with the Executive Director of Community Engagement, Director of UIS Communications, Documentation and Training Services, and Director of Service Management and Assurance. The Director will lead a team of Help Desk Analysts and Managers to ensure service performance metrics are accomplished. This position will also collaborate with UIS leadership, project managers, and unit leaders to tailor messaging for various audiences.

Requirements and Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; a Master's degree is a plus.

• 7-10 years of progressive leadership experience in a global helpdesk, technical support, or IT service management role.

• Proven experience leading and managing large, geographically dispersed teams.

• Deep expertise in IT Service Management (ITSM) principles and frameworks, particularly ITIL.

• Flexibility and skill in handling a wide range of management and organizational issues plus the ability to recognize and understand various technical issues involving internal staff and Georgetown University faculty, administration, and staff members

• Strong analytical skills with the ability to use data and metrics to drive strategic decisions.

• Excellent communication, interpersonal, and stakeholder management skills.

• Experience with a major ITSM platform (e.g., ServiceNow, Service Cloud, Fresh Service).

• Demonstrated ability to manage a budget and handle vendor relationships.

• Working knowledge of current endpoint operating systems as Windows, macOS, Linux, iOS, Android

• Understanding of networking principles, protocols, and emerging technologies.

• Understanding of enterprise endpoint management systems and best practice security and configuration management such as AD, SCCM, and jam PRO

• Understanding physical network infrastructure, including switches, VLANs, network cabling concepts, and protocols.

• Experience with telephone and video services, including VoIP, soft client support, and online video conference software

• Experience in training users and staff

• Good interpersonal skills in working with faculty, staff, students, and vendors

• Good oral and written communication skills

• Good problem solving and diagnostic skills

• Ability to stay current with advancing endpoint support and network technologies

Preferred Qualifications:

• ITIL certification (v3 or v4).

• Experience in an enterprise-level Managed Services Provider company or Higher Education

• Experience with knowledge management systems and self-service portals

• Familiarity with cybersecurity principles and incident response

Work Mode Designation

This position has been designated as Hybrid. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University.  Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:

Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Current Georgetown Employees:

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Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.