DivIHN (pronounced “divine”) is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent.
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For further inquiries regarding the following opportunity, please contact our Talent Specialist, Ragu at
Title: Global LMS Help & Support Lead (Remote)
Duration: 7+ Months
Location: Remote
Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.
Description:
Role Summary
The Global LMS Help & Support Lead is responsible for owning and scaling the end to end help, support, and service experience for client’s global Commercial Learning Management System (LMS). This role ensures seamless, reliable, and high quality support for all commercial learners and stakeholders—including internal employees, partners, and external audiences—while enabling adoption, satisfaction, and business continuity across regions.
Operating at the intersection of learning technology, operations, and user experience, this individual oversees service delivery, partners with technology vendors, and drives continuous improvement for client’s commercial learning platform ecosystem.
Key Responsibilities
Global LMS Support Strategy & Governance
• Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations.
• Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution.
• Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally.
Service Delivery & Operations
• Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones.
• Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements.
• Monitor and improve key service KPIs (e.g., response times, resolution rates, repeat issues, user satisfaction).
User Experience & Adoption Enablement
• Design and maintain self service resources such as job aids, FAQs, in app guidance, and support documentation to reduce friction and dependency on live support.
• Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value adding experience, not just issue resolution.
• Capture user feedback and “voice of the business” insights to inform platform improvements and roadmap decisions.
Vendor & Technology Partnership
• Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates.
• Collaborate with internal Learning Technology and IT teams to ensure system reliability, security, and compliance.
Continuous Improvement & Reporting
• Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements.
• Lead initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time.
Stakeholder Leadership & Collaboration
• Act as a trusted partner to Global Learning, IT, and regional teams.
• Translate technical issues into clear, business relevant communications for both operational teams and stakeholders.
• Support global rollouts, regional launches, and commercial learning initiatives by ensuring support readiness from day one.
Qualifications & Experience
Required
• 3 years of experience in learning technology, LMS administration, or global platform support, with demonstrated ownership of enterprise scale systems.
• Proven experience leading help desk, service operations, or support functions in a global or matrixed organization.
• Hands on experience with enterprise LMS platforms (e.g., Cornerstone or comparable systems).
• Strong operational leadership skills with the ability to design processes, govern services, and drive continuous improvement.
• Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences.
Preferred
• Experience supporting commercial, sales, or customer facing learning audiences in a regulated or complex environment.
• Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management.
• Experience working with external vendors and managing platform escalations and release cycles.
• Change management or scaling platform experience in a global organization.
Success Looks Like
• Commercial learners experience fast, reliable, and intuitive support, regardless of region.
• LMS issues are handled proactively, with fewer repeat problems and clear ownership.
• Stakeholders view the LMS support function as a strategic enabler, not a bottleneck.
• Client’s commercial LMS is stable, trusted, and ready to scale with evolving business and learning needs.
About us:
DivIHN, the ''IT Asset Performance Services'' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.
DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.
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