Lead - Managed Service Desk

JOB DESCRIPTION

The Service Desk & IT Support Delivery Unit (SDU) Leader is accountable for the end-to-end delivery, operational performance, and commercial health of the Managed Service Desk Delivery Unit within the IT Managed Services Business Unit. The role owns three interlocked service lines—IT Support (onsite/remote end-user services), Service Desk (24x7 single point of contact), and L1 Application Functional Support—delivered to enterprise and government clients under SLA / XLA-driven managed services contracts.

Operating within an ITIL v4-aligned Service Value System, the SDU Leader ensures consistent service quality, customer experience, financial performance, and continuous improvement, while building a high‑performing, ITIL‑mature delivery organization.

• Service Desk & IT Support Management
  
  Experience:
  
  Minimum 3 years in a manager‑level role leading Service Desk (SD) and IT Support operations.
• Managed Services / Service Provider Background:
  Prior employment with a managed services provider delivering Service Desk and IT Support under SLA-driven contracts (non‑negotiable).
• ITIL v4 Certification:
  Valid ITIL v4 Foundation certification (minimum). ITIL 4 Managing Professional or Specialist modules preferred.
• Education:
  
  Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Scale of Operation:
  Demonstrated leadership of multi‑tier (L1/L2) teams of 100+ resources across multiple customer accounts.

• Own end‑to‑end delivery of Service Desk, IT Support, and L1 Application Functional Support services across all managed contracts within the Delivery Unit.
• Ensure 24x7 service availability, shift coverage, and resource readiness across all customer environments.
• Act as the single point of accountability for service delivery performance, escalations, and contractual obligations.
• Drive consistent adoption of ITIL v4 practices across Incident, Service Request, Problem, Change Enablement, Knowledge, and Service Level Management.
• Serve as the primary escalation point for major incidents, customer escalations, and complex service issues.

• Govern adoption of ITIL v4 Service Value Chain activities—Engage, Plan, Improve, Design & Transition, Obtain/Build, Deliver & Support—across the Delivery Unit.
• Maintain mature, auditable processes for Incident, Request, Problem, Change Enablement, Knowledge, and Continual Service Improvement (CSI).
• Ensure SOPs, runbooks, escalation matrices, and knowledge articles are documented, reviewed, and continuously updated.
• Lead internal and external audits (ISO 9001, ISO/IEC 20000, customer governance audits) and ensure timely closure of findings.

• Lead 24x7 Service Desk operations as the single point of contact for end‑users across multiple client accounts.
• Govern full ticket lifecycle management within ITSM tools—logging, classification, prioritization, routing, resolution, and closure.
• Drive First Call Resolution (FCR), reduce re‑opened tickets, and increase self‑service adoption.
• Implement workforce management practices including shift rostering, queue management, schedule adherence, and surge planning.

• Lead L1 and L2 onsite and remote IT support teams across customer environments.
• Oversee endpoint lifecycle management including imaging, deployment, patching, hardening, and decommissioning using tools such as Microsoft Intune and SCCM/MECM.
• Govern Active Directory, Azure AD / Entra  provisioning, access management, and joiner‑mover‑leaver (JML) processes.
• Ensure VIP and executive support services meet white‑glove service standards.
• Oversee Microsoft 365 operations (Exchange Online, Teams, SharePoint Online, One Drive) at L1/L2 level.

• Lead L1 Application Functional Support teams covering government applications, e‑services portals, ERP systems, case management, and business applications.
• Ensure structured functional triage, business rule validation, and escalation to L2/L3 application teams.
• Drive documentation, knowledge transfer, and training to…