HR Systems Help Desk Team Lead

We are seeking a Human Resources (HR) Systems Help Desk Team Lead to support the Laboratory’s multiyear transition from PeopleSoft to Oracle HCM Cloud. Reporting to HR Product Management Group, this role leads two help desk specialists and partners with HR, Payroll, IT, process owners, and change and training teams. The Team Lead will oversee support for Oracle HCM Cloud, PeopleSoft, SmartRecruiters, ServiceNow, and related applications; identify opportunities for system and process improvements; and help develop knowledge management, self-service, and responsible AI-enabled support. This role combines operational leadership with the opportunity to shape the future of HR technology service delivery.
You will
Lead, develop, and mentor Applications Help Desk Specialists by setting clear expectations and goals, providing ongoing coaching and feedback, and fostering an accountable, collaborative, customer-focused, and continuous-learning environment.
Oversee daily service operations, including workload, case routing, escalations, staffing coverage, and service-level performance, ensuring timely, consistency, and effective support in accordance with established service-level agreements (SLAs).
Serve as the escalation point for complex, sensitive, or high-impact issues requiring advanced troubleshooting, cross-functional coordination, or in-depth knowledge of HR systems and processes.
Anticipate service needs, operational risks, and capacity challenges; advance service-management practices and ServiceNow capabilities that improve efficiency, consistency, support quality, develop practical response strategies with help desk stakeholders.
Establish and mature service-management practices within ServiceNow to improve efficiency, quality, consistency, user satisfaction, and operational supportability.
Partner with senior Laboratory managers, IT developers, business systems analysts, and system end users to resolve support issues spanning business functions and ensure application changes are operationally supportable.
Collaborate with HR BSAs, IT, and technology transformation teams to assess service trends, identify enhancements, support technology upgrades, address adoption barriers, and deliver targeted support for new tools and processes.
Ensure processes, procedures, troubleshooting guides, and knowledge articles are accurate, current, accessible, and designed to support team effectiveness and intuitive employee and manager self-service.
Prepare and present regular performance reports and actionable insights to the Group Leader and stakeholders, communicating service outcomes, risks, improvement opportunities, and progress against action plans.
Explore, lead, or support pilots and evaluations of AI-enabled capabilities for case intake, triage, agent assistance, knowledge discovery, content maintenance, and user self-service.
Perform other duties as assigned
Bachelor’s Degree in related business field, or equivalent combination of technical training and education, or professional certification in business/computer relevant
Demonstrated success leading or coordinating HR technology support, HR service delivery, shared services, or a comparable customer-support function in a complex organization.
Outstanding customer-service and consultative skills, including active listening, thoughtful inquiry, sound judgment, and the ability to uncover underlying needs and recommend effective solutions beyond the initial request.
Demonstrated ability to analyze data, identify patterns and root causes, develop meaningful performance measures, and translate findings into system, process, or user-experience improvements.
Experience establishing and maturing knowledge-management practices, including content development, governance, and digital self-service capabilities.
Ability to build and maintain productive cross functional partnerships to accomplish shared goals.
Excellent interpersonal, written, and verbal communication skills, with the ability to explain complex information clearly, present insights, advise stakeholders, and influence decisions.
Strong organizational and prioritization skills, with the ability to manage multiple activities in an environment of changing deadlines, priorities, and frequent interruptions.
Demonstrated ability to solve problems, exercise independent judgment, make sound decisions, and remain calm while using conflict-resolution techniques to de-escalate difficult situations.
Ability to lead through ambiguity and change, balancing reliable day-to-day service delivery with longer-term transformation and capability building.
Qualifications We Desire
Experience leading and developing professionals while fostering an inclusive, collaborative, and accountable team environment.
Experience supporting HR technology products, including Oracle HCM Cloud, Service Now, Smart Recruiters or comparable HCM cloud platforms.
Strong knowledge of service-management practices, including case management, SLAs, escalations, knowledge management, digital self-service, and continuous improvement.
Experience supporting HCM implementation, migration, major release, or stabilization effort, including change management, user adoption, training readiness, or release management.
Experience developing dashboards and using service data and analytics to identify trends and improvement opportunities.
Experience with AI-enabled service delivery, including automation, virtual agents, or agent-assist tools.

Employment type
Full-time

Work arrangement
Hybrid