Covetrus
Financial Shared Services Help Desk Lead (FSSC)
Covetrus, Hartford, Connecticut, United States
Overview
Employer Industry: Shared Services and Support Operations Why consider this job opportunity
Salary up to $64.79 per hour Opportunity for career advancement and growth within the organization Comprehensive benefits package including health, dental, and vision coverage 401k savings plan with company match Paid time off, holidays, and various leave options including maternity and parental leave High-impact role that shapes service delivery and enhances employee experience Responsibilities
Design and implement a centralized Help Desk framework to support Tier 1 and Tier 2 inquiries Develop and maintain service level agreements (SLAs) with business and corporate stakeholders Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with IT Monitor KPIs related to ticket resolution time, customer satisfaction, and service quality Conduct root cause analysis on recurring issues and recommend process improvements Qualifications
Bachelor’s degree in Business, Operations, IT, or related field 5+ years of experience in service delivery, help desk operations, or Shared Services support roles Experience with ticketing systems (e.g., ServiceNow), chatbot platforms, and telephony systems Strong analytical skills and familiarity with performance metrics and reporting tools Excellent communication, problem-solving, and stakeholder management skills Preferred Qualifications
Project Management or Six Sigma certification is a plus Experience in designing self-service tools and optimizing help desk efficiency #SharedServices #HelpDesk #CareerOpportunity #CompetitivePay #EmployeeExperience We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.
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Employer Industry: Shared Services and Support Operations Why consider this job opportunity
Salary up to $64.79 per hour Opportunity for career advancement and growth within the organization Comprehensive benefits package including health, dental, and vision coverage 401k savings plan with company match Paid time off, holidays, and various leave options including maternity and parental leave High-impact role that shapes service delivery and enhances employee experience Responsibilities
Design and implement a centralized Help Desk framework to support Tier 1 and Tier 2 inquiries Develop and maintain service level agreements (SLAs) with business and corporate stakeholders Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with IT Monitor KPIs related to ticket resolution time, customer satisfaction, and service quality Conduct root cause analysis on recurring issues and recommend process improvements Qualifications
Bachelor’s degree in Business, Operations, IT, or related field 5+ years of experience in service delivery, help desk operations, or Shared Services support roles Experience with ticketing systems (e.g., ServiceNow), chatbot platforms, and telephony systems Strong analytical skills and familiarity with performance metrics and reporting tools Excellent communication, problem-solving, and stakeholder management skills Preferred Qualifications
Project Management or Six Sigma certification is a plus Experience in designing self-service tools and optimizing help desk efficiency #SharedServices #HelpDesk #CareerOpportunity #CompetitivePay #EmployeeExperience We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.
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