Director of Enterprise Helpdesk
Georgetown UniversityWashington, District of Columbia, United States
Posted February 10, 2026
80429 - 157238.93 USD
Full Time
About the Company
Georgetown University is a private research university located in the nation’s capital, offering rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C.
Job Description
Georgetown University seeks a Director of Enterprise Helpdesk to lead global IT service desk operations, provide exceptional technical support, and foster a user-centric support environment. The role involves leading a globally dispersed team, standardizing processes, and driving operational efficiency across different geographical regions.
Requirements
- Provides high-level leadership for all global service desk operations, ensuring 24/7 or appropriate coverage and standardizing processes and best practices across all regions.
- Responsible for leading, mentoring, and managing a globally dispersed team of technicians, fostering a customer-focused, high-performance culture, and conducting regular performance reviews to enhance skills.
- Improve IT support by monitoring key performance indicators (KPIs), implementing escalation procedures, and identifying opportunities to enhance the user experience and service delivery through continuous improvement initiatives.
- Generates and analyzes performance data, providing strategic reports and recommendations to senior IT leadership to inform decision-making and ensure the service desk operates efficiently within its budget.
- Responsible for tailoring messaging for various audiences and collaborating with UIS leadership, project managers, and unit leaders.
Benefits
- Medical, dental, vision, disability and life insurance
- Retirement savings
- Tuition assistance
- Work-life balance benefits
- Employee discounts
- Voluntary insurance options
