YOUR DAY TO DAY: Lead and manage daily operations of the Service Desk, TechBars, and Deskside Support functions across multiple U.S. locations.Develop and maintain a unified service strategy that provides consistent, high-quality support across walk-up, phone/chat, and in-person channels.Partner closely with IT leadership, Cybersecurity, and Infrastructure teams to ensure timely incident response, change readiness, and proactive issue resolution.Oversee staffing models, schedules, and workforce planning to ensure appropriate coverage across all supported time zones and locations.Drive key performance indicators (KPIs), including SLAs, First Call Resolution, Customer Satisfaction (CSAT), and Mean Time to Resolve (MTTR).Collaborate with Vendor Management and Business Relationship teams to ensure third-party providers meet performance expectations and contract obligations.Develop playbooks, standard operating procedures (SOPs), and escalation frameworks that promote consistency and accountability.Lead major incident response efforts, executive escalations, and root cause analysis for recurring issues.Champion a culture of continuous improvement, leveraging metrics, feedback, and technology to enhance user experience.Partner with HR and Talent teams to recruit, develop, and retain high-performing IT support professionals.Support IT transformation initiatives, including automation, AI-driven support tools, and self-service enablement.Salary Range for this role: $130,000 - $160,000WHO WE’RE LOOKING FOR: A dynamic, results-oriented leader with a passion for operational excellence and user experience.  A leader who has a strategic vision with tactical execution and a proven ability to build trust and credibility with cross-functional teams and senior leadership.  Someone who inspires their teams to deliver best-in-class support, embrace technology to optimize performance, and thrive in environments that require adaptability, communication, and collaboration.
