Lead the delivery of end-user services across L0, L1, and L2, ensuring issues are appropriately deflected, resolved, or escalated based on defined support models
Strengthen self-service capabilities by improving knowledge quality, usability, and accessibility, and identifying opportunities to reduce ticket volume through automation and better user guidance
Ensure the service desk operates as a consistent global point of contact, with effective triage, improved first-contact resolution, and adherence to service levels
Monitor ticket queues, backlog, and response performance, taking action to maintain stability and improve responsiveness
Drive consistency across support channels (portal, chat, phone, email), ensuring a seamless and reliable user experience
Oversee deskside and field support activities, ensuring timely resolution of complex, onsite, and hardware-related issues, including device lifecycle coordination
Support effective coordination with vendors and field service providers, ensuring services are delivered to expected quality and timelines
Use operational data and user feedback (CSAT/CES) to identify trends, recurring issues, and opportunities to improve service delivery
Partner with platform and automation teams to translate operational needs into workflow improvements, automation, and enhanced self-service capabilities
Reinforce standardized processes and ways of working across regions, improving consistency and reducing variability in service delivery
Ensure support activities are properly documented and aligned with compliance and control requirements
Lead and develop Delivery Managers and support teams, establishing clear expectations, accountability, and a focus on service excellence
Requirements
Bachelor’s degree in Information Technology, Business, or related discipline preferred
8–12+ years of experience in IT End User Services, Service Desk, or IT Operations
3–5+ years of leadership experience managing support teams (L1 and/or L2 required; L0 exposure preferred)
Experience leading or supporting multi-tier (L0–L2) support models
Familiarity with ITIL practices (Incident, Request, Knowledge Management)
Experience with ITSM tools (ServiceNow preferred)
Strong operational leadership, problem-solving, and communication skills
Ability to drive consistency and improvement within a structured but evolving environment