CampusWorks is seeking a Director, Help Desk Center of Excellence (COE) to lead and mature a centralized Tier 1 Help Desk operation supporting multiple higher education managed services clients. The Director will be responsible for the strategic leadership, operational management, staffing, service quality, and continuous improvement of a remote call center-style Help Desk environment.
The Help Desk COE serves as the primary point of contact for all client IT incidents, service requests, and general support inquiries. Requests are initiated through phone calls, email, ITSM ticket submissions, and chat services. The Help Desk does not provide walk-up support services.
The Help Desk operates as a 24x7x365 support operation designed to provide continuous intake, triage, communication, and Tier 1 support services for managed services clients.
The Help Desk COE is responsible for the intake, triage, resolution, routing, escalation, and communication coordination of Tier 1 support activities. Incidents, requests, and technical issues beyond Tier 1 scope are escalated and coordinated with the appropriate higher-tier technical teams, infrastructure teams, application teams, information security teams, PMO processes, or local delivery teams as appropriate.
This leader will oversee daily operations while driving strategic improvements in customer experience, operational maturity, service delivery consistency, workforce management, reporting, knowledge management, and IT service management (ITSM) practices. The Director will collaborate closely with CIOs, COE leaders, client stakeholders, and operational leadership to ensure the Help Desk delivers high-quality, responsive, and measurable customer support services.
As the Help Desk COE continues to expand, this individual will play a key role in scaling operations, developing staff, standardizing processes, and building a sustainable service delivery model aligned with organizational growth objectives.