Director, Employee Help Desk (Tier 1 Support & Employee Experience)

Director, Employee Help Desk (Tier 1 Support Employee Experience)

The Company

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in RD.

Role Overview

The Director, Employee Help Desk is responsible for leading and transforming the organization's Tier 1 employee support function into a best-in-class employee experience channel. This role will oversee the strategy, operations, and continuous improvement of employee support services, leveraging automation, AI, agentic technologies, and self-service capabilities to drive efficiency, improve employee satisfaction, and reduce resolution time.

The ideal candidate will possess deep expertise in employee help desk operations, service management platforms, and digital workflow solutions. They will play a critical role in evolving Tier 1 support from a traditional service desk into an intelligent experience layer that enables employees to quickly access information, self-resolve issues, and execute transactions with minimal effort.

Key Responsibilities

Help Desk Strategy Leadership

Develop and execute the vision, strategy, and roadmap for the Employee Help Desk and Tier 1 support operations.

Lead teams responsible for handling employee inquiries, requests, and transactions across HR, Payroll, Benefits, and related employee services.

Establish and maintain service delivery standards, KPIs, SLAs, and continuous improvement programs.

Drive operational excellence through standardized processes, governance, and service management best practices.

Employee Experience Self-Service Transformation

Transform the Tier 1 help desk into an employee experience hub that promotes digital adoption and self-service.

Design and implement strategies that improve employee satisfaction, first-contact resolution, and service accessibility.

Identify opportunities to simplify employee interactions and eliminate friction across support journeys.

AI, Agentic Automation Digital Workforce

Lead the adoption and implementation of Agentic AI, intelligent virtual assistants, and digital workers within Tier 1 support.

Design and deploy autonomous or semi-autonomous workflows that enable employees to complete transactions and resolve issues through conversational interfaces.

Continuously evaluate emerging technologies to enhance employee support effectiveness and efficiency.

Drive automation initiatives that reduce manual effort while improving service quality and scalability.

Service Management Technology

Serve as a subject matter expert in employee help desk platforms and case management systems.

Leverage ServiceNow or comparable workflow and service management platforms to optimize employee support delivery.

Partner with HR Technology, IT, and Digital Experience teams to enhance workflows, knowledge management, and service operations.

Ensure robust service analytics, reporting, and insights to support decision-making and service enhancement.

Knowledge Management Process Excellence

Establish and maintain an effective knowledge management framework.

Improve Tier 1 resolution rates through enhanced knowledge articles, guided support, and digital assistance.

Identify process improvement opportunities and drive standardization across employee support services.

Qualifications

Required Experience

Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related discipline.

10+ years of experience in employee services, HR operations, shared services, help desk management, or service delivery.

Proven leadership experience managing enterprise-scale Employee Help Desk or Shared Services functions.

Deep understanding of employee support operating models, case management, and service delivery best practices.

Demonstrated experience designing and implementing Tier 1 support strategies that improve employee experience and operational efficiency.

Experience leveraging AI-enabled support models, automation, or digital workforce technologies.

Preferred Experience

Hands-on experience with ServiceNow HR Service Delivery (HRSD), Employee Center, or similar service management and workflow platforms.

Experience implementing agentic AI solutions, intelligent virtual agents, chatbots, and workflow automation technologies.

Knowledge of HR technology ecosystems and employee service delivery platforms.

Certifications in Service Management (ITIL), ServiceNow, Lean Six Sigma, or related disciplines are highly desirable.

Key Competencies

Strategic Leadership

Employee Experience Design

Service Delivery Excellence

Agentic AI and Intelligent Automation

Digital Transformation

Workflow Optimization

Knowledge Management

Stakeholder Management

Data-Driven Decision Making

Continuous Improvement

Change Leadership

Success Measures

Increased employee self-service adoption.

Improved Tier 1 resolution rates and reduced escalation volumes.

Enhanced employee satisfaction (CSAT/ESAT).

Increased automation and digital transaction completion rates.

Reduction in case handling time and operational costs.

Successful deployment and adoption of agentic AI capabilities across employee services.