Lead North America Service Desk operations, accountable for daily service delivery, workforce performance, and the execution of defined ITSM processes
Develop, coach, and guide staff to build a high-performing, scalable organization focused on operational excellence, service quality, and customer-centric outcomes
Deliver operational modernization and service improvement initiatives—including automation, self-service, knowledge management, and process standardization—to enhance efficiency, scalability, and the overall end-user experience
Oversee end-user computing and support services, including device lifecycle management, patch compliance, configuration management, and desktop support for clinically centered technologies
Establish clear role definitions, support workflows, and consistent operating standards to maximize accountability and minimize operational friction
Ensure effective execution of identity and collaboration services, including Microsoft 365, Intune, and Entra ID, in alignment with Zero Trust principles, Conditional Access policies, and security and compliance requirements
Collaborate with cross-functional partners across ITSM, Security, Compliance, Cloud Operations, Finance, and Procurement to ensure coordinated service delivery, regulatory adherence, effective escalation, and operational and cost optimization
Provide operational reporting, performance insights, and actionable recommendations to leadership to deliver continuous service improvement and informed decision-making

Requirements

10-12+ years of experience in IT service delivery, end-user computing, or enterprise support leadership
Demonstrated success managing day-to-day operations, workforce performance, and service delivery for geographically distributed teams
Proven ability to implement and operationalize support processes, improve efficiency, and enhance the customer experience
Experience overseeing end-user computing services, including endpoint management, desktop support, and collaboration/identity platforms (Microsoft 365, Intune, Entra ID)
Strong leadership skills with experience coaching, developing, and scaling high-performing teams

Benefits

Health insurance
Retirement savings benefits
Life insurance
Disability benefits
Parental leave
Paid time off for sick leave and vacation
Discretionary annual bonus

Applicant Tracking System Keywords

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

Hard Skills & Tools

IT service deliveryend-user computingenterprise support leadershipendpoint managementdesktop supportservice improvementprocess standardizationautomationknowledge managementperformance reporting

Soft Skills

leadershipcoachingteam developmentcustomer-centric focusoperational excellencecollaborationcommunicationaccountabilityproblem-solvingdecision-making