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Finance Shared Services Help Desk Lead

Covetrus

HybridHybrid

Original Job Summary

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

Review ticketing system configurations like ServiceNow.
Familiarize with chatbot and AI deployment.
Understand telephony systems and routing logic.
Update knowledge on self-service portal maintenance.

Behavioral Questions

Describe handling high-volume inquiries.
Explain your approach to team collaboration.
Detail a time you resolved complex issues.
Discuss how you manage stressful situations.