Lead, mentor, and grow a team of Service Desk professionals
Own daily operations of global IT service delivery
Establish, track, and continuously improve SLAs, KPIs, and service performance metrics
Act as an escalation point and incident leader for high-severity or business-critical issues
Design, document, and continuously refine Service Desk processes, playbooks, and runbooks
Partner cross-functionally with Engineering, Security, Workplace IT, and other Tier 2/3 teams
Drive automation and AI initiatives to reduce manual effort
Operationalize and mature the IT asset management lifecycle
Champion knowledge management
Manage vendor relationships and support contracts
Support audit, compliance, and information security initiatives
Participate in budgeting, forecasting, and procurement activities
Provide on-call leadership and escalation support during critical outages
Travel as needed to FBG offices and events

Requirements

10 years of experience in IT operations or service delivery
5 years in a people management or team lead role
Strong technical foundation in end-user computing, enterprise IT systems, and modern ITSM platforms.
Proven experience leading Service Desk teams in high-growth, high-velocity environments.
Hands-on expertise with tools such as Jira, Confluence, Google Workspace, Okta, Slack, Oomnitza, and MDM platforms (e.g., Jamf, Workspace ONE).
High proficiency in designing and implementing automation and/or AI-driven service management solutions.
HDI Support Center Manager or HDI Team Lead certification strongly preferred.
Working knowledge of ITIL v4, KCS, and service management frameworks.
Demonstrated success managing KPIs and SLAs and driving measurable service improvements through analytics and continuous improvement initiatives.
Strong leadership, communication, and interpersonal skills.
Exceptional written and verbal communication skills.
Highly organized, detail-oriented, and capable of managing multiple priorities in a dynamic environment.
Experience managing vendor relationships, contracts, and escalations.

Benefits

Medical
Dental
Vision
401K
paid time off
GymPass
Pet Insurance
Family Care Benefits
home office setup allowance of $700

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

IT operationsservice deliveryend-user computingenterprise IT systemsITSM platformsautomationAI-driven service managementKPI managementSLA managementcontinuous improvement

Soft skills

leadershipcommunicationinterpersonal skillsorganizational skillsdetail-orientedmulti-priority management

Certifications

HDI Support Center ManagerHDI Team LeadITIL v4