Job Description
Lead the modernization of the Support Desk into a proactive, data-driven function
Drive adoption of automation, knowledge management, and AI capabilities
Redesign workflows to shift routine work toward automation and elevate team focus to orchestration and exception handling
Align Support Desk operations with broader IS and business objectives
Team Leadership & Development
Provide clear direction aligned to enterprise priorities
Coach, mentor, and develop Support Desk Analysts
Foster a culture of accountability, collaboration, and continuous improvement
Build capabilities in orchestration, SME depth, and automation
Financial & Operational Oversight
Manage budgets and execution activities
Provide monthly budget updates and variance reporting
Promote and uphold a strong safety culture acro...