Develop and execute the IT service desk strategy to support organizational objectives.
Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality IT support delivery.
Collaborate with senior IT leadership to align service desk operations with broader IT and business strategies.
Lead, mentor, and develop a Managed Service Provider for the service desk, fostering a culture of excellence and collaboration.
Define team roles and responsibilities, ensuring adequate staffing and skill development.
Drive employee engagement and retention through effective communication, recognition, and professional growth opportunities.
Oversee day-to-day service desk operations, ensuring timely and efficient resolution of incidents, requests, and problems.
Continuously evaluate and improve service desk workflows, tools, and technologies to optimize efficiency and user satisfaction.
Ensure compliance with ITIL practices, change management processes, and organizational policies.
Act as the primary point of contact for escalations, ensuring swift resolution and maintaining high customer satisfaction.
Drive initiatives to improve the end-user experience, including user education, self-service resources, and proactive communication.
Conduct regular satisfaction surveys and leverage feedback to enhance IT support services.

WHO YOU ARE

Education: Bachelors degree in information technology, Computer Science, or a related field.
Experience: Minimum of 8 years of experience working with the ServiceNow platform, with at least 5 years in a leadership role within a similar-sized global organization, managing a diverse technology team across time zones.
Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scale
Leadership Skills: Proven ability to lead and inspire a team of technology professionals, fostering a culture of collaboration and continuous improvement.

Director Service Desk