IT Service Desk Lead

Role Summary

We are seeking a Service Desk Lead to own global 24/7 service desk operations and lead workplace engineering. You will be responsible for IT Service desk process, SLA performance and driving operational excellence while progressively adopting AI and automation to enhance efficiency, user experience and service quality.

Key Responsibilities

1. Service Desk Operations
   • Own end-to-end global service desk performance across all regions and shifts in a 24/7 environment.
   • Maintain SLA standards, drive resolution quality, and minimize escalations to ensure strong user experience.
   • Lead and develop the service desk team, acting as the primary escalation point.
2. Workplace Engineering & Security
   • Own and standardize global workplace platforms covering identity, endpoint, and device lifecycle management.
   • Design and enforce secure, consistent endpoint configurations and onboarding processes.