Senior Director of the Service Desk, responsible for providing strategic leadership and direction to the team responsible for delivering exceptional technical support to the employees. Capable to drive the evolution of our service desk operations, ensuring that our services are delivered with the highest level of quality and cost-effectiveness, and that our customers receive the best possible service and support.
Responsibilities
- Responsible for the vision, operation, and continuous evolution of IT support across an entire global enterprise. This position typically oversees 24/7 service delivery, managing multiple regional teams and ensuring that technical Service Desk support aligns with broad business objectives.
- Champion the adoption of modern technologies, such as AI-powered chatbots, self-service portals, and automated ticket routing, to improve efficiency and the user experience. Working to automate where possible.
- Oversee end-to-end 24x7 service delivery, ensuring that Service Level Agre
