Finance Shared Services Help Desk Lead @ Covetrus
placeHybrid
attach_money $120,000
businessHybrid
scheduleFull Time
Posted 1 day ago
Your Application Journey
Interview
Email Hiring Manager
******* @covetrus.com
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Job Details
About the Finance Shared Services Help Desk Lead Role
We are seeking a proactive and service-oriented Help Desk Lead to establish and manage a centralized support capability within our Shared Services organization at Covetrus. In this role, you will design and deliver a scalable help desk model supporting customer, vendor, and employee inquiries across Payroll, Invoice-to-Pay (I2P), and Order-to-Cash (O2C) functions.
Key Responsibilities
- Service Delivery & Support: Design and implement a framework for Tier 1 and Tier 2 support; develop SLAs and enforce standardized workflows.
- Technology & Automation: Deploy and optimize ticketing systems (e.g., ServiceNow), chatbots, AI agents, and self-service tools.
- Performance Monitoring & Reporting: Develop KPIs, track ticket resolution time, and benchmark service quality.
- Continuous Improvement: Execute initiatives, conduct root cause analysis, and update help desk processes.
Qualifications
- Bachelor’s degree in Business, Operations, IT, or a related field.
- 5+ years of experience in service delivery, help desk operations, or Shared Services support roles.
- Experience with ticketing systems, chatbot platforms, telephony systems, and knowledge management tools.
- Strong analytical, communication, problem-solving, and stakeholder management skills.
- Project Management or Six Sigma certification is a plus.
Key skills/competency
- Help Desk
- Service Delivery
- Ticketing Systems
- SLAs
- Performance Metrics
- Automation
- Telephony
- Self-service
- Process Improvement
- Stakeholder Management
How to Get Hired at Covetrus
🎯 Tips for Getting Hired
- Customize your resume: Highlight service delivery and tech skills.
- Research Covetrus: Understand company culture and mission.
- Showcase relevant experience: Detail help desk operations accomplishments.
- Prepare technical examples: Demonstrate process improvements and tool implementations.
- Engage in practice interviews: Focus on behavioral and situational questions.
📝 Interview Preparation Advice
Technical Preparation
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Review ticketing system configurations like ServiceNow.
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Familiarize with chatbot and AI deployment.
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Understand telephony systems and routing logic.
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Update knowledge on self-service portal maintenance.
Behavioral Questions
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Describe handling high-volume inquiries.
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Explain your approach to team collaboration.
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Detail a time you resolved complex issues.
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Discuss how you manage stressful situations.
Frequently Asked Questions
What does the Covetrus Help Desk Lead role entail?
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How critical is technical expertise in this Finance Shared Services Help Desk Lead role at Covetrus?
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Which qualifications are essential for Covetrus' Help Desk Lead position?
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How does Covetrus measure success for the Help Desk Lead role?
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What is the work environment like at Covetrus for this role?
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