HR Systems Help Desk Team Lead
Core
Lead a team of HR Systems Help Desk specialists to support the transition from PeopleSoft to Oracle HCM Cloud and manage daily operations for HR technology services.
Role type
Senior IC HR Systems Help Desk Team Lead
Builds
Operational support for Oracle HCM Cloud, PeopleSoft, SmartRecruiters, and ServiceNow
Domain
Human Resources / Enterprise Software Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and mentorship, ServiceNow administration, HR system troubleshooting, SLA management, Knowledge management, Data analysis, Change management, Cross-functional collaboration
Preferred skills
Oracle HCM Cloud experience, AI-enabled support tools, HCM implementation/migration experience, Dashboard development
Technologies
Oracle HCM Cloud, PeopleSoft, SmartRecruiters, ServiceNow
Responsibilities
Lead, develop, and mentor Applications Help Desk Specialists; Oversee daily service operations including workload, case routing, and escalations; Serve as escalation point for complex HR system issues; Establish and mature ServiceNow service-management practices; Partner with IT and business stakeholders to resolve support issues; Develop knowledge articles and self-service capabilities; Prepare performance reports and insights for stakeholders; Explore and support pilots of AI-enabled support capabilities.
Seniority
Senior, hands-on IC with team leadership
