Director of Enterprise Helpdesk

About the role

The Director of Enterprise Helpdesk leads Georgetown University’s global IT service desk, ensuring 24/7 support for students, faculty, staff, and external clients across multiple locations. This senior position drives operational excellence, standardizes processes, and fosters a user‑centric support culture.

Key responsibilities

• Provide high‑level leadership for all global service desk operations, guaranteeing appropriate coverage and consistent best practices.
• Lead, mentor, and manage a globally dispersed team of technicians and analysts, conducting regular performance reviews.
• Monitor key performance indicators, implement escalation procedures, and drive continuous improvement initiatives.
• Generate and analyze performance data, delivering strategic reports and recommendations to senior IT leadership.
• Collaborate with AVP of Service Management, Executive Director of Community Engagement, and other university leaders to align service desk objectives with institutional goals.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s degree a plus).
• 7‑10 years of progressive leadership experience in a global helpdesk, technical support, or IT service management role.
• Proven track record of leading large, distributed support teams and delivering service within SLA targets.

Required skills

What we offer

• Opportunity to shape IT service delivery for a world‑renowned university.
• Collaborative environment with senior leadership and cross‑functional teams.
• Competitive compensation and benefits package.