Engineer, Global IT Service Desk Lead
Core
Lead operational governance and performance management of the global IT Service Desk, ensuring achievement of service level, quality, and customer satisfaction objectives.
Role type
Senior IT Service Desk Operations Lead
Builds
Global IT Service Desk operations and support delivery
Domain
IT Service Management / Enterprise IT
Deliverable
dashboards & analysis
Required skills
IT Service Desk Operations leadership, ITIL principles, ServiceNow, operational metrics analysis, stakeholder management, AI/automation strategy, knowledge management
Preferred skills
Global enterprise environment support, Service Desk transformation, AI-enabled support solutions, virtual agents, knowledge automation
Technologies
ServiceNow, AI tools, virtual agents, self-service platforms
