Service Desk Transformation Lead

Role Overview

Our client is seeking a Service Desk Transformation Lead / Senior End User Computing Engineer to architect, modernize, and elevate the end-user support experience across the organization.

This role sits at the intersection of hands-on engineering, technical leadership, and service transformation
. You will not be a people manager, but you will be the technical authority and mentor
, setting standards, designing solutions, and bringing the Service Desk and Deskside teams along through coaching and example.

The core challenge to solve:

Today’s tools and processes (Solar Winds-based ITSM) are functional but not delivering a modern, user-centric experience. This role will redesign how employees experience IT—without a rip-and-replace to Service Now.

What You’ll Own

• Lead the end-to-end redesign of Service Desk and Deskside Support
  , prioritizing employee experience over rigid process.
• Architect and implement a modern Employee Success Center using existing and complementary tooling (Solar Winds-based today).
• Establish modern ITSM practices across incident, request, problem, and change—right-sized and pragmatic.
• Define, track, and communicate Service Desk KPIs (response time, resolution time, CSAT, trends).
• Build and mature a Voice of the Customer feedback loop to continuously improve service quality.
• Serve as the technical and operational leader
  , mentoring technicians and enabling a train-the-trainer model.

• Architect and implement zero-touch provisioning using Microsoft Intune and Autopilot
  .
• Translate architectural designs into clear technical requirements and hands-on implementations
  .
• Clean up, right-size, and optimize the Intune environment.
• Maintain and modernize Entra  (Azure AD), DNS, and identity integrations.
• Own MDM/MAM strategy and execution.
• Proactively reduce incidents through endpoint standardization, automation, and lifecycle management.

• Lead modernization of collaboration tooling across Microsoft 365.
• Support and improve Teams-based collaboration and meeting experiences.
• Partner with stakeholders to drive adoption of modern workplace tools.
• Automate employee onboarding and offboarding workflows.
• Build, support, and automate Azure Virtual Desktop (AVD) environments where appropriate.
• Develop and maintain an internal application catalog / app store.

• Embed security into all EUC and Service Desk solutions.
• Partner with security teams to align endpoint protection, Zero Trust access, and identity controls.
• Support endpoint security tooling and Microsoft security platforms.
• Balance usability with risk reduction.

• Hands-on technical lead
• Architect and transformation driver
• Mentor and capability builder
• Not a traditional people manager
• Not a ticket-queue firefighter
• Not a Service Now implementation role

• 10+ years in End User Computing, Modern Workplace, and/or Service Desk leadership roles.
• Proven experience transforming a Service Desk or EUC function (not just operating one).
• Deep hands-on expertise with:
• Zero-touch provisioning implementations
• Experience building or rebuilding Service Desk and Deskside Support teams
  .
• Strong mentoring background; able to train the trainer and elevate team capability.
• Modern mindset for end-user services and employee experience.

• Microsoft 365, Teams
• Endpoint security and automation
• ITSM platforms (Solar Winds today; openness to complementary tools)
• Endpoint and identity security concepts (Zero Trust familiarity)
• Clear, honest, and open communicator.
• Able to translate technical architecture into plain language.
• Pragmatic and outcome-focused:
  effective first, efficient second
  .
• Comfortable influencing without authority.
• Thrives in ambiguity and transformation environments.

This is a rare opportunity to own the modernization of end-user services end-to-end
, shape the employee experience, and leave behind a scalable, modern support model—without being buried in bureaucracy or boxed into a single toolset.