ServiceDesk Strategy

Job Description

The Service Desk Strategy and Operations Lead is responsible for overseeing the strategic direction and operations of the service desk team. This role ensures the delivery of high-quality IT support services, aligns service desk activities with organizational goals, and drives continuous improvement initiatives.

This is an individual contributor role, emphasizing technical expertise and project execution rather than direct staff management.

Role Expectations

Strategic Planning

- Develop, refine, and implement the service desk strategy aligned with Enterprise IT's vision.
- Define and standardize SLAs and KPIs for service desk operations.
- Lead transitions and expansions of service desk operations into new regions or incorporate new services.

Governance & Controls

- Establish and maintain governance frameworks, controls, and standards for the service desk.
- Conduct internal audits and gap analyses, and document remediation actions.

Operational Management

- Conduct regular service operations performance reviews with core leadership, regional IT leaders, and service desk teams.
- Provide consistent and accurate management reporting on IT service performance.
- Conduct regular assessments (CSAT, SWOT, Gap, Benchmarking) and share insights with stakeholders.
- Recommend and follow through on service improvements to optimize delivery and foster a continuous improvement culture.
- Oversee Service Desk Agent experience, including training, recognition, workload, and capacity management.

Collaboration & Reporting

- Collaborate closely with regional service desk leaders to maintain high-level service performance.
- Generate and share reports, dashboards, and metrics with internal stakeholders.
- Act as a facilitator and relationship builder, working cross-functionally to identify improvement opportunities and solve service-related challenges.

What We're Looking For

- Bachelor's degree in Computer Science, Information Technology, or relevant industry experience.
- 10+ years of diverse IT experience, particularly in IT end-user services or operations.
- 5+ years of proven experience in IT Service Management, business relationship management, vendor management, and full-service lifecycle oversight.
- Experience using service management platforms such as ServiceNow.
- Strong task management and prioritization skills, with a proactive mindset.
- Comprehensive understanding of business processes and the ability to align technical services accordingly.
- Ability to think critically and adapt systems and strategies as needed.
- Experience operating in large, geographically dispersed environments.
- Strong knowledge and experience with ITIL and ITSM frameworks (certification preferred).
- Proven ability to establish governance with effective processes, procedures, and policies.
- Information security working knowledge is a plus.
- Ability and willingness to learn and quickly master new concepts.
- Excellent verbal and written communication skills.
- Comfortable presenting to and engaging with stakeholders at all levels.
- Highly self-motivated and responsible.

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