Job Description

The Helpdesk Operations Manager (Tier 1) is a senior leadership position responsible for overseeing global Tier 1 support operations across multiple geographic locations. This role manages a large, distributed team providing 24/7 front-line support to clinical trial end users through phone, chat, and email channels. The successful candidate will work closely with our AI-powered assistant (SHAI) which serves as Tier 0.5, handling initial customer interactions and providing real-time language translation support.

This role oversees two primary operational areas:

Tier 1 Helpdesk Support:

Distributed across India, Chile, and the Philippines, this team provides multi-channel support (voice, chat, email) for all Signant Health product lines. The team operates in conjunction with SHAI, our AI Assistant that handles initial call routing, ticket logging, and live translation across 14 languages.

Tier 1 USS (User Access Management):

Based in Noida, India, this specialized team of 20 agents (led by 2 Team Leaders) processes user access requests across two major product lines, ensuring secure and timely provisioning of system access.

KEY ACCOUNTABILITIES:

1. Lead, mentor, and develop 6 Team Leaders across global locations, fostering a culture of excellence and continuous improvement

2. Own end-to-end operational performance of Tier 1 HD and Tier 1 USS teams, ensuring SLAs and KPIs are consistently met

3. Develop and optimize shift schedules (ROTAs) using Erlang C calculations to ensure optimal staffing aligned with call volume patterns

4. Monitor and analyze workforce utilization, continuously adjusting resource allocation to maximize efficiency while maintaining service quality

5. Collaborate with the SHAI team to optimize AI-human handoff processes and enhance Tier 0.5/Tier 1 integration

6. Create and deliver comprehensive operational reports, dashboards, and executive summaries for leadership

7. Drive process improvements and implement best practices across all Tier 1 support functions

8. Manage ServiceNow ticketing workflows and Genesys Cloud CX telephony operations to ensure seamless customer experience

9. Partner with cross-functional teams to address escalations and drive root cause resolution



DECISION MAKING AND INFLUENCE



KNOWLEDGE, SKILLS & ATTRIBUTES

Essential:

1. Minimum 5 years of experience in Helpdesk/Service Desk leadership roles, preferably in a global or multi-site environment

2. ITIL Foundation certification required; ITIL Intermediate or Expert certification strongly preferred

3. Proven track record of managing large, geographically distributed support teams

4. Strong expertise in workforce management, including shift planning, capacity modeling, and Erlang C calculations

5. Advanced proficiency in ServiceNow or equivalent ITSM platforms

6. Experience with contact center solutions, preferably Genesys Cloud CX or similar platforms

7. Exceptional reporting and data analysis skills with ability to translate metrics into actionable insights

8. Excellent English communication skills (written and verbal)

Desirable:

1. Experience in healthcare, life sciences, or clinical trial technology sectors

2. Familiarity with AI-powered support tools and chatbot/voice assistant technologies

3. Experience managing teams across multiple time zones (APAC, EMEA, Americas)

4. Bachelor's degree in IT, Business Administration, or related field

Technology Environment

The Operations Manager will work with the following key technologies: ServiceNow ITSM (dedicated instance for ticketing and workflow management), Genesys Cloud CX (omnichannel contact center platform), and SHAI (AI-powered voice and chat assistant with 14-language support, live translation, and intelligent routing capabilities).



At Signant Health, accepting difference isn't enough--we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients and our community. Signant Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.