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 recent 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 prospects and solve service-related challenges.
What We're Looking For
Bachelor's degree in Computer Science, Information Technology, or relevant industry experience.
10+ y