Service Desk Lead
Service Desk Lead
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
Title :Service Desk Lead
Location- Richmond VA (Onsite)
JD
- Manage and lead the Service Desk and Global Account Management (GAM) teams ensuring alignment with industry best practices.
- Drive onboarding of new mergers and acquisitions (M&A) into provisioning systems enterprise standards and communication protocols.
- Oversee end-user computing (EUC) support ensuring consistent and user-friendly service delivery.
- Implement and govern SOPs ticket hygiene and service quality metrics across teams.
- Ensure effective use and continuous enhancement of the Self-Service Portal for end users.
- Collaborate with internal stakeholders to integrate enterprise tools identity management and service workflows.
- Monitor SLA adherence and ensure timely resolution of incidents requests and provisioning tasks.
- Develop and mentor team members managing staffing training and performance reviews.
- Standardize and optimize service desk and GAM processes across regions and accounts.
- Conduct regular service reviews with clients and internal stakeholders driving continuous improvement.
Employment Type
Full-time
Key Skills
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