Responsibilities

Manages Service Desk services, overseeing and monitoring all aspects of Service Desk functions to ensure a positive experience for all enterprise customers. Ensures services are performing at optimal levels, meet business expectations, and provides advice, guidance, and daily operational support to end users. Defines and directs initiatives related to improving Service Desk functions.

Key Accountabilities

• Leads Service Desk service strategy and develops operational plans that meet the functional needs of the organization.
• Manages a diverse cross‑functional team to maintain highly reliable services with a focus on quality, business enablement and improving customer experience.
• Ensures service delivery meets established standards and service level agreements.
• Oversees the day‑to‑day execution of incident processes, including logging, classification, assessment, escalation and resolution.
• Mana...