1. Leadership & Team Management: 

• Lead: Oversee key Managed Service Provider Partners in delivering IT Service Desk/Operations, ensuring outstanding user experience in the resolution of IT incidents and service requests. 

• Training & Development: Develop and implement user orientation programs to enhance team members' skills and knowledge. 

• Process Improvement: Identify opportunities for automation and process efficiencies and implement improvements. 

• Documentation: Ensure consistency and accuracy in documentation, enabling effective cross-site support. 

• Budget Management: Help create and manage budgets and forecasts, aligning financial planning with organizational goals. 

• Stakeholder Collaboration: Liaise with department heads and business stakeholders to understand IT needs and align solutions with business objectives. 

• Cross Departmental Communication: Facilitate communication between IT and other departments, ensuring seamless integration of technology into business processes. 

2. IT Service Operations: 

• ITIL Management: Design, support, and oversee the implementation core IT Operational Services including Incident Management, Asset Management, Problem Management, Mobile Device Management, Service Desk Metrics, User Self Service, IT Knowledge Management. 

• Technology Solutions: Collaborate with business and technical teams to create system specifications and translate business challenges into technical solutions. 

• Automation: Identify and implement process improvements or automation in day-to-day operations to improve network performance and efficiency.  

• Vendor Relations: Coordinate with vendors and suppliers to resolve technical issues with systems and software and ensure exceptional service delivery. 

3. User Services: 

• IT Service Desk: Oversee the implementation and ongoing improvement of 3rd party Managed Service Provider to deliver excellent customer service to our internal international customer base. 

• Desktop Standardization: Work with Field IT colleagues and key technology partners to develop efficient, predictable and repeatable processes for PC configuration, imaging, deployment and tracking across the enterprise. 

• Mobile Devices: Develop standard processes around the acquisition, tracking, configuration and management of company provided mobile devices. 

• IT Communications: Communication of IT, metric and analytics. 

4. Project Management & Technical Leadership: 

• Enterprise Projects: Lead enterprise-wide initiatives and projects, ensuring all deliverables are met within scope and time. 

• Operational Insight: Act as a liaison between IT Infrastructure teams, users, and technology partners, providing critical insights for new implementations and strategies. 

• Cost Estimation: Develop accurate cost and time estimates for network-related projects. 

• Bachelor’s degree in information technology, Computer Science, or a related field or equivalent experience. 

• 7-10 years' experience in IT Service Delivery/IT Operations and support. 

• 3-5 years of experience in IT Service Desk Leadership, preferably in a leadership role. 

• Prior experience with Freshdesk ITIL toolset is preferred. 

• Strong experience in 3rd party vendor management within a managed service environment. 

• Strong knowledge of ITIL frameworks and IT service management tools. 

• 3-5 years hands on technical experience supporting and developing Windows desktop standard configurations and images. 

• Experience with MS Intune & Autopilot is preferred. 

• Experience managing IT support teams and service desk operations. 

• Excellent problem-solving and decision-making skills. 

• Strong communication and stakeholder management abilities. 

• Knowledge of IT security principles and best practices. 

• Experience working with enterprise IT infrastructure, networks, and cloud services is a plus. 

• ITIL, PMP, or other relevant certifications are preferred. 

• Proven experience collaborating with departments such as executives, facilities, HR, finance, and operations, and external partners. 

• Experience with Microsoft Office 365 and MS Azure Cloud technologies. 

Skills: 

• Ability to author technical documentation and use it to inform diverse operational teams. 

• Self-starter and thought leader, expected to propose innovative ideas and solutions for the infrastructure department. 

• Ability to communicate complex concepts effectively and patiently to audiences with varying technical backgrounds, whether in person, over the phone, or via email. 

• Willingness to work with geographically dispersed teams in a seasonal environment. 

• Strong organizational and prioritization skills in a fast-paced setting. 

• High sense of urgency to complete tasks accurately and on time. 

• Strong knowledge of IT principles, practices, and emerging technologies. 

• Excellent problem-solving, analytical, and strategic thinking abilities. 

• Exceptional communication and interpersonal skills. 

• Ability to lift and move up to 50 lbs. with assistance. 

• Willingness to travel up to 15% for the role.