Global LMS Help & Support Lead

Job Summary

The Global LMS Help & Support Lead is responsible for owning and scaling the end-to-end support experience for a global Commercial Learning Management System (LMS). This role ensures reliable, high-quality service delivery for learners and stakeholders across regions, driving system adoption, user satisfaction, and operational continuity. Operating at the intersection of learning technology, service operations, and user experience, this position leads support strategy, manages vendor relationships, and drives continuous improvement initiatives for the LMS ecosystem.

Job Responsibilities

• Own and manage the global LMS support model, including tiered support structures, escalation processes, and service-level expectations.
• Lead day-to-day LMS support operations, including ticket intake, triage, troubleshooting, and resolution.
• Monitor and manage support backlogs, ensuring prioritization aligns with business impact and user experience.
• Establish governance frameworks, processes, and standards for consistent global support delivery.
• Track and improve service performance metrics such as response times, resolution rates, and user satisfaction.
• Design and maintain self-service resources, including job aids, FAQs, and support documentation.
• Collaborate with internal teams and vendors to ensure system reliability, performance, and compliance.
• Act as the primary liaison with LMS vendors, managing escalations, updates, and release readiness.
• Analyze support trends and user feedback to identify root causes and implement improvements.
• Lead initiatives to automate support processes and enhance operational efficiency.
• Partner with cross-functional teams to support system rollouts, updates, and learning initiatives.
• Communicate technical issues and resolutions clearly to both technical and non-technical stakeholders.

Job Requirements

• Minimum of 3 years of experience in LMS administration, learning technology, or global platform support.
• Experience leading help desk or service operations in a global or matrixed environment.
• Hands-on experience with enterprise LMS platforms such as Cornerstone or similar systems.
• Strong understanding of service delivery models, governance, and process improvement.
• Familiarity with IT service management concepts, including SLAs, incident management, and problem resolution.
• Experience working with external vendors and managing escalations and system updates.
• Strong analytical and problem-solving skills with a focus on continuous improvement.
• Excellent communication skills with the ability to engage across technical and business teams.
• Ability to manage multiple priorities in a fast-paced, global environment.

Education

• Bachelor's degree in a related field preferred or equivalent professional experience.

Work Experience

• Experience supporting enterprise LMS platforms and global user bases required.
• Experience in regulated, commercial, or customer-facing learning environments preferred.