We are seeking a Service Desk Led to own global 24/7 service desk operations and lead workplace engineering. You will be responsible for IT Service desk process, SLA performance and driving operational excellence while progressively adopting AI and automation to enhance efficiency, user experience and service quality

1. Service Desk Operations

• Own end-to-end global service desk performance across all regions and shifts in a 24/7 environment
• Maintain SLA standards, drive resolution quality, and minimize escalations to ensure strong user experience
• Lead and develop the service desk team, acting as the primary escalation point

2. Workplace Engineering & Security

• Own and standardize global workplace platforms covering identity, endpoint, and device lifecycle management
• Design and enforce secure, consistent endpoint configurations and onboarding processes
• Ensure accurate asset tracking and partner with Security to enforce endpoint, identity, and access controls
• Support integration of operational technology (OT) and enterprise IT environments where applicable

3. AI-Enabled Service Transformation

• Define and execute the roadmap for AI adoption in IT operations
• Identify opportunities to reduce manual effort through:

• Automation
• Self-service
• AI-assisted support

• Partner with internal/external teams to deploy AI tools (e.g., chatbots, AIOps, automation platforms)
• Ensure AI solutions deliver measurable improvements (ticket reduction, faster resolution)
• Drive automation of repetitive operational tasks and workflows
• Promote a “automation-first” mindset within the service desk
• Oversee implementation of tools without being hands-on in development
• Ensure sustainability and scalability of automation solutions

4. Process Ownership & Continuous Improvement

• Define and maintain SOPs, escalation matrix, and service workflows; ensure consistent adherence across teams
• Use operational data and KPIs to identify bottlenecks and drive measurable improvements in resolution time and ticket volume
• Drive accountability across internal teams and vendors for service outcomes
• Embed security processes and triage workflows into daily service desk operations

Experience

• 10+ years in IT Operations / Service Desk leadership
• Proven experience leading service desk operations in a 24/7 or mission-critical environment
• Strong track record of SLA performance, service reliability, and escalation management
• Hands-on troubleshooting experience with complex workplace and endpoint issues
• Experience supporting both end-user IT and operational/production environments is an advantage
• Exposure to AI-enabled tools in ITSM is preferred (not development)

Technical Skills

• Active Directory / Azure AD, endpoint management, and device lifecycle
• User device management, endpoint configurations, and asset tracking
• Security practices in endpoint and access management
• Exposure to automation or AI-enabled service desk tools is an advantage
• Familiarity with AIOps or AI-powered service desk tools

Education & Certifications

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Preferred certifications:

• ITIL Foundation or higher
• Microsoft Certified: Azure Administrator or Endpoint Administrator
• Endpoint management or security fundamentals certifications are a plus

• Strong ownership and accountability mindset
• Able to perform in high-pressure, mission-critical environments
• Hands-on problem solver with strong troubleshooting capability
• Leads by example and develops team members effectively
• Outcome-driven with a focus on continuous operational improvement