Job Description

We are seeking a dynamic and results-driven Interim Help-Desk Operations & Scaling Leader to oversee and optimize our help desk operations during a critical growth phase. This role is ideal for a seasoned operations leader—potentially from a manufacturing or high-volume service environment—who excels at scaling teams, streamlining workflows, and implementing sustainable support structures.

Key Responsibilities:

• Lead day-to-day operations of the help desk, ensuring timely and effective resolution of support tickets.
• Assess current support workflows and implement scalable processes to improve efficiency and service quality.
• Develop and track KPIs to measure team performance and customer satisfaction.
• Collaborate cross-functionally with IT, HR, and business units to align support operations with organizational goals.
• Mentor and coach help desk staff, fostering a culture of accountability and continuous improvement.
• Identify and implement automation opportunities and self-service tools to reduce ticket volume.
• Manage vendor relationships and ensure compliance with SLAs.
• Provide regular reporting to senior leadership on operational performance and scaling progress.

Qualifications:

• Proven experience in operations leadership, preferably in a high-volume or manufacturing environment.
• Demonstrated success in scaling teams or departments.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Familiarity with help desk software and ITSM tools is a plus, but not required.
• Ability to thrive in a fast-paced, change-oriented environment.

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