Global LMS Help & Support Lead

Remote 6+ months contract with extension Pay range: $26 - $27/hr on W2 Our Fortune 500 client (One of the world's largest Healthcare companies) in Remote is looking for hardworking, motivated talent to join their innovative team.Are you a Global LMS Help & Support Lead with a passion for collaborating with multiple teams and an interest in working onsite? Don't wait... apply today!Job Description 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. Vantives commercial LMS is stable, trusted, and ready to scale with evolving business and learning needs. Are you interested ? Please click apply button! If you are not available or if this is not the right role at the moment, please share the job description with your friends and let us know if any of them show interest.About ManpowerGroup, Parent Company of:Manpower, Experis, Talent Solutions, and Jefferson WellsManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.