Key Responsibilities:Operational Leadership:• Lead daily Service Desk and WPO operations.• Manage workload distribution and shift coverage.• Ensure consistent execution of support standards.• Act as an escalation point for major user-impacting incidents.• Coordinate structured escalations to engineering teams. SLA & Performance Management:• Own SLA adherence across incidents and service requests.• Monitor resolution time, ticket quality, and escalation accuracy.• Implement corrective measures for recurring performance gaps.• Define and track Service Desk KPIs.• Provide structured operational reporting to leadership. Knowledge & Documentation Governance:• Establish and maintain a structured knowledge base.• Enforce documentation discipline across the team.• Standardise troubleshooting guides and runbooks.• Align knowledge management with ITSM workflows.• Reduce recurring tickets through documented resolution patterns. Asset & Endpoint Lifecycle Oversight:• Oversee hardware and software asset lifecycle management.• Ensure accurate CMDB updates aligned with governance standards.• Maintain structured joiner, mover, leaver execution processes.• Monitor endpoint compliance alignment with platform standards.• Coordinate with platform teams on endpoint-related initiatives. User Experience & Engagement:• Promote VIP-level customer service standards.• Establish consistent communication etiquette across the team.• Lead IT town halls, roadshows, and user engagement initiatives.• Support digital adoption and user enablement efforts.• Gather structured feedback to improve service quality. Automation & Efficiency:• Identify repetitive service patterns suitable for automation.• Collaborate with Service Now and Platform teams to reduce manual workload.• Support AI-assisted service desk initiatives where applicable.• Drive adoption of self-service capabilities.• Reduce avoidable ticket volume through structured improvements. Change & Governance Alignment:• Ensure Service Desk participation in change governance processes.• Coordinate user-facing communications during planned changes.• Support structured major incident communications.• Align operational execution with ITSM governance frameworks. Team Leadership & Development:• Provide leadership, mentoring, and structured feedback to Service Desk engineers.• Identify skill gaps and training needs.• Promote accountability and ownership culture.• Maintain professional and performance-driven team standards.
Required Experience:• 8+ years experience in IT Service Desk or Workplace Operations environments.• 3+ years in a leadership capacity managing Service Desk teams.• Experience operating in SLA-driven enterprise environments.• Experience using ITSM platforms (Service Now preferred).• Strong understanding of endpoint and collaboration support environments.
Technical Awareness:• Windows and mac OS support environments.• Microsoft 365 ecosystem.• Endpoint management fundamentals (e.g., Intune concepts).• Asset management lifecycle processes.• Remote support tooling.• AV and conferencing systems support fundamentals.
Preferred Experience:• Experience in service transformation environments.• Familiarity with ITIL-aligned service management.• Experience improving Service Desk automation.• Exposure to cloud-first workplace environments.
Behavioural Expectations:• Structured and disciplined operational leader.• Strong communication and stakeholder management skills.• High accountability and ownership mindset.• Calm and decisive under pressure.• Customer-focused and data-driven.