Global Helpdesk Director

| Greater Boston Area
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Key to HubSpot’s growth and success has been our culture that focuses on empowering smart people and providing them with world-class support and the resources necessary to autonomously solve problems and go after big opportunities.

The employee HelpDesk grew up in what was our traditional IT organization. Employees worldwide (Cambridge, Portsmouth, Dublin, Berlin, Tokyo, Singapore, Sydney) can get fast, friendly, in-person help for problems related to equipment, networking, phones, some software, etc…

As the Director of Global HelpDesk you will take this to the next level on two fronts:

  • First, you will develop a vision and a plan to expand HelpDesk to be the single place for employees to get help on all technology used by employees, not just IT hardware and infrastructure. Employees should have a single place to go to get help for any issue with our hardware or software. This will require time, planning, team building, process design and implementation, communication, influence, and executive presence.
  • Second, you will modernize HelpDesk from a walk-up, ticket-based, human-centric process, to a modern messaging-based, data-driven, intelligent system that is both more scalable and a better user experience than what we have today. This will require abilities to articulate a vision, to work with product development teams and third parties to build on that vision, and to manage a phased global rollout over a period of time.

You will be funded and supported to build something best-in-class. To succeed you will need to be innovative and driven.

The successful candidate will be an experienced leader with a passion for big challenges.

The position will be a peer to a team of senior leaders focused on all aspects of Employee Experience: Collaboration, Employee Lifecycle Systems, and Global IT. Employee Experience is one of six key CIO-level, long-term focus areas for the overall Business Enablement organization.

This is a new position and an opportunity to work with top leaders in the company to drive change and make a positive impact on the company’s culture, which is the key to our past, present, and future success.

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Location

25 First Street, Cambridge, MA 02141

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