Job Description
Essential Duties and responsibilities
Serve as the accountable lead for the outsourced service desk / managed services partner, overseeing service performance, SLA and KPI attainment, operational escalations, relationship management, service improvement planning, and transition activities, in alignment with the broader IT vendor management framework.Lead IT service quality and customer experience improvements, using CSAT, SLAs, KPIs, and cost-to-serve insights to drive measurable outcomes.Own the IT operating budget, including forecasting, cost optimization, vendor spend, invoices, renewals, and alignment to service value.Lead, coach, and develop the IT Services & Customer Experience Supervisor, supporting effective daily operations and team growth.Manage the service catalog, self-service tools, and knowledge practices to ensure IT services are clear, accessible, current, and adopted by users.Supp...