Continuum’s Help Desk business delivers white-labeled, 24 x 7 technical support services to more than 70,000 end-users who are employed by several thousand small and medium-sized businesses located in the US, UK and Australia. The Help Desk business, located in Cranberry Township, PA and Mumbai, India, has grown more than 50% in each of the last four years and similar growth is anticipated for the foreseeable future. The business comprises approximately 250 employees and is hiring aggressively to keep pace with customer demand.
Continuum is seeking an experienced service delivery leader with exceptional leadership skills, combined with innovative thinking and the expertise to deliver operational excellence in a very complex service business. The selected candidate will have led high-performing service delivery teams and have a clear track record of leveraging both technology and process excellence to achieve superior service while continuously increasing productivity.
Reporting to the VP of Global Help Desk, the Director of Help Desk is responsible for leading Continuum’s Help Desk delivery operations in Cranberry Township, PA and driving continued improvements in service delivery and efficiency.
Specifically, this role will be responsible for the following: