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Global Helpdesk Leadership & Operational Excellence:
- Lead, coach, and mentor a multi‑tier (Tier 1–3), multi‑region helpdesk to deliver consistent, high‑quality support across time zones.
- Build a culture of excellence, critical thinking, customer empathy, urgency, and accountability.
- Oversee ticket triage, prioritization, escalations, coverage models, KPI tracking, and team readiness.
Customer Experience & Service Delivery:
- Own and continuously improve CSAT, SLA attainment, queue quality, and customer communication standards.
- Ensure incidents, requests, and escalations are handled quickly, accurately, and professionally.
- Reduce repeat tickets through better knowledge assets, streamlined workflows, and targeted automation.
Service Design, Protocols & Future‑State Enablement:
- Design and implement enhanced global policies, escalation frameworks, and operating standards.
- Lead continuous improvement to shift from reactive support to proactive service enablement.
- Anticipate future demand from growth, acquisitions, new technologies, and evolving ways of working.
J.S. Held
J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. They provide a comprehensive suite of services, products, and data that enables clients to navigate complex, contentious, and often catastrophic situations.