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 recent 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+ y