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 workplace 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