Own and lead global IT Service Desk operations, ensuring exceptional customer service and timely resolution of incidents and requests.
Manage and mentor Service Desk team members, both employees and contractors, fostering a culture of accountability and customer focus.
Oversee major incident management, including escalation, communication, and resolution.
Define and monitor KPIs and SLAs for Service Desk performance; report results to senior leadership.
Manage the after-hours on-call process and ensure effective incident handling; participating in the leader role as needed.
Maintain and improve documentation for Service Desk procedures including improving self-service capabilities.
Collaborate with cross-functional teams to ensure the Service Desk is fully prepared for upcoming deployments by providing clear documentation, training, and communication to enable smooth adoption and minimize disruption.
Serve as ITSM process owner for core processes (Incident, Problem, Change, Request, Knowledge), driving standardization and continuous improvement.
Develop and implement strategies to enhance IT service delivery including more self-service capabilities.
Manage the ITSM platform (e.g., ServiceNow), including workflows, automation, and knowledge base optimization.
Conduct root cause analysis and post-incident reviews to improve process maturity.
Partner with business units and IT teams to ensure effective communication and process adoption.
Drive continuous improvement initiatives based on feedback, analytics, and industry best practices.

Requirements

Bachelor's degree in Computer Science, Computer Information Systems, or a related field or equivalent experience
8+ years in IT operations with at least 2+ years managing a Service Desk or ITSM processes.
Strong knowledge of ITIL framework; ITIL certification preferred.
Experience with ITSM tools (e.g., ServiceNow, Cherwell, Remedy).
Proven ability to lead teams and manage global service delivery.
Experience mentoring and growing team members.
Experience working with Sr Leadership.
Experience defining and tracking KPIs, SLAs, and driving process improvements.
Strong customer service orientation and problem-solving skills.

Benefits

Health Insurance Benefits - Medical, Dental, Vision
Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
Well-being programs including companywide events and a wellness incentive program
Paid Time Off
Financial Wellness – Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts
Life and Accident insurance
Family-Friendly Employee events
Employee Assistance Program services – mental health and other concierge type services

Applicant Tracking System Keywords

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

Hard skills

IT operationsService Desk managementincident managementKPI trackingSLA monitoringroot cause analysisprocess improvementITIL frameworkself-service capabilitiesITSM processes

Soft skills

leadershipmentoringcustomer service orientationproblem-solvingcommunicationcollaborationaccountabilityteam managementstrategic thinkingcontinuous improvement

Certifications

Bachelor's degree in Computer ScienceITIL certification