Limitless potential.

Summary Job Description

The People Operations Service Desk Supervisor leads our frontline People Operations Service Desk team. This team supports a diverse workforce of over 30,000 employees across the U.S. In this role, you will oversee a talented group of service desk representatives, ensuring timely, compliant, and high-quality resolution of employee inquiries related to payroll, benefits, leave of absence, Workday transactions, and policy clarifications.

As the leader, you will drive operational excellence by coaching and developing your team, managing performance, enhancing processes, and collaborating closely with HR partners and specialized service teams.

Primary Duties/Responsibilities

Team Leadership & Management

• Lead, develop, and motivate a team of service desk representatives.
• Manage day-to-day Employee Service Center (ESC) Service Desk operations to meet service level agreements and quality standards.
• Provide coaching, mentoring, and performance feedback to foster growth and deliver exceptional employee experiences.
• Coordinate staffing, scheduling, and workload distribution to ensure optimal service coverage.

Service Delivery & Case Management

• Oversee intake, diagnosis, triage, and resolution of employee inquiries via phone, email, and ServiceNow portal.
• Manage escalations of complex or sensitive cases in partnership with HR and service teams.
• Maintain accurate, confidential, and compliant documentation.
• Serve as an escalation point for advanced HR-related employee issues.

Process Improvement & Knowledge Management

• Collaborate with cross-functional HR teams to enhance processes, automate workflows, and develop knowledge resources.
• Lead initiatives to update training materials, FAQs, and user guides to improve team expertise and customer satisfaction.
• Analyze service metrics and audit case quality to identify root causes and improve efficiency.

Technology & Compliance

• Oversee effective use of technologies including Workday, ServiceNow, Five9, and contact center tools.
• Ensure compliance with data privacy, confidentiality, and regulatory requirements.
• Support audit preparations and respond to compliance inquiries related to service delivery.

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or related field.
• Minimum 5 years managing teams in HR operations, employee services, or high-volume service desk environments within large enterprises.
• Expertise in HR service delivery processes: payroll, benefits, leave administration, and employee data management.
• Strong leadership and mentoring skills.
• Proven ability to manage escalations and collaborate with specialized HR partners.
• Excellent verbal and written communication skills with a customer-focused approach.
• Detail-oriented, organized, and able to multitask in a fast-paced environment.
• Proficient with HR technology platforms (Workday, ServiceNow, Five9).
• Solid understanding of employment laws, HR policies, and compliance standards.
• Commitment to confidentiality and ethical handling of sensitive information.
• Ability to work independently and lead distributed teams through influence.

Preferred Qualifications

• Experience managing service operations for geographically dispersed, multi-state or multinational workforces.
• Bilingual skills, particularly Spanish.
• Background in process improvement methodologies and project management.
• Familiarity with Workers’ Compensation, unemployment claims, and specialized HR program administration.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.