Director of Help Desk

Job Locations US-PA-Cranberry TWP
Job ID
Help Desk


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:

  • All Help Desk delivery activities based in Cranberry Township, PA
  • Developing and scaling an organization to meet the needs of our growing business
  • Work with cross-functional and global peer groups to innovate process and technology to deliver higher levels of efficiency and quality across the organization
  • Lead and reinforce company values and culture by exhibiting strong leadership traits. This individual will be looked upon to inspire confidence and add new leadership strength to the broader management team.



  • Bachelor/Masters of Engineering, Computer Science, Manufacturing or Operations. An MBA is an added advantage.
  • A minimum of 10 years of experience leading technical service operations with a reputation for superior service.
  • The ideal candidate will have led award winning, industry recognized Service Desk operations, preferably providing technical service or technology product support for international customers.
  • Experience leading B2B and B2C service organizations.
  • Implemented service operations using Lean Six Sigma methodologies and sophisticated analytics.
  • Black-belt level training and certification will be an added advantage.
  • Experience shaping and implementing service delivery tools (CRM/SRM)
  • Willing to work in the details as well as with leadership to align operations to business strategy
  • Experience adapting service capabilities and offering to meet business objectives.
  • Ability to drive improvement programs within organization as well as cross functionally.
  • Demonstrable experience developing leaders within their organizations
  • Excellent communications skills (both verbal & written).
  • Experience leading operations in multiple countries is a plus.


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