Data Analysis Incorporated

Compliance

• Lead the implementation and continuous improvement of governance frameworks, policies, standards, procedures, and controls related to information security, privacy, and technology compliance.
• Manage cybersecurity, operational risk, and third-party risk management activities including risk identification, assessment, remediation tracking, and executive reporting.
• Lead compliance initiatives supporting regulatory, contractual, and industry requirements, including audit coordination, evidence collection, remediation tracking, and certification readiness efforts.
• Direct privacy and data protection activities including privacy impact assessments (PIAs/DPIAs), privacy risk assessments, privacy incident coordination, and data subject request support.
• Facilitate governance reviews, compliance meetings, and cross-functional initiatives to ensure accountability and timely remediation of identified risks and compliance gaps.
• Develop, maintain, and report metrics related to governance, risk, compliance, privacy, audits, control effectiveness, remediation activities, and program maturity.
• Partner with business and technical teams to integrate security, privacy, and compliance requirements into operational and technology processes using privacy-by-design and security-by-design principles.
• Lead enterprise-wide security and privacy awareness initiatives, training programs, communications, and guidance to promote a culture of compliance, accountability, and secure business operations.
• Support governance activities associated with incident response, business continuity, disaster recovery, crisis management, and operational resilience programs.
• Monitor evolving regulatory, privacy, and security requirements and evaluate impacts to organizational policies, controls, and business operations.

Manager, Governance, Risk, Compliance, Privacy

Manager

• Lead, mentor, and develop a distributed service desk team, driving a culture of accountability, responsiveness, and continuous improvement
• Manage daily operations including ticket triage, queue management, workload balancing, and priority handling in a high-volume environment
• Serve as the primary escalation point for high-priority or business-impacting issues, ensuring timely resolution and minimal disruption
• Oversee performance management, career development, and succession planning within the team
• Own SLA definition, tracking, reporting, and continuous improvement across all service desk functions
• Proactively identify SLA risks and drive corrective actions to ensure consistent service performance
• Establish and operationalize KPIs such as response time, MTTR, first contact resolution, backlog aging, and CSAT
• Use data and trends to identify bottlenecks, staffing gaps, and service improvement opportunities
• Collaborate with incident response team
• Lead the development, standardization, and ongoing refinement of the IT service catalog
• Establish, maintain, and improve Standard Operating Procedures (SOPs) to ensure consistency, quality, and scalability of service delivery
• Drive adoption and maturity of ITIL processes including incident, request, problem, change, and knowledge management
• Ensure consistent ticket quality, categorization, and documentation to support reporting and continuous improvement
• Identify and implement opportunities to automate repeatable service requests and support tasks
• Partner with engineering and platform teams to implement automation and self-service capabilities
• Continuously evaluate tools and processes to improve efficiency, reduce manual effort, and enhance user experience
• Ensure effective delivery of end-user support services through standardized, scalable processes
• Oversee coordination of onboarding, offboarding, and user moves to ensure timely fulfillment of requests
• Partner with infrastructure and security teams to ensure endpoint standards and compliance requirements are met
• Maintain visibility into asset-related workflows to ensure accuracy and efficiency in service delivery
• Provide leadership or coordination for end-user related initiatives (e.g., large-scale device deployments, ERP-related support readiness)
• Ensure clear ownership, prioritization, and execution of initiatives that impact service desk operations
• Partner with IT leadership and business stakeholders to align service performance with business needs
• Provide regular reporting on service metrics, trends, and improvement initiatives
• Build strong relationships with end users to ensure a high-quality support experience
• Work with vendors and technology partners to improve service delivery, drive automation, and optimize tooling
• Partner with HR, Finance, Security, and other business units to improve processes, reduce inefficiencies, and support business operations
• Ensure service desk operations align with company policies, security standards, and regulatory requirements
• Partner with Security and Compliance teams to mitigate risks related to user access, endpoint security, and data protection.

Manager, Governance, Risk, Compliance, Privacy

Service Desk Manager