Job Details

Develop and execute a Service Delivery Strategy aligned with firm priorities, emphasizing security, consistency, and client service excellence. Establish and maintain SLAs and KPIs to measure responsiveness, resolution, and satisfaction. Represent the voice of the end-user in IT leadership discussions, advocating for simplification, standardization, and usability. Lead and manage the IT Service Desk organization, including Tier 13 support, field support, and service management. Build and sustain a high-performance culture centered on accountability, ownership, and customer focus. Define clear career paths and development programs for Service Desk personnel, promoting mobility into specialized IT areas (Automation, Cybersecurity, Systems). Develop and enforce ITIL-based processes for Incident, Problem, Request, and Change Management. Manage the Service Desk toolset (ServiceNow) and maintain accurate configuration and knowledge repositories. Partner with the Automations Team to implemen...IT, Service Desk, Director, Service, Leadership, Accounting