Service Desk Digital Enablement Lead

Daily Activities:

• Coordinate daily Service Desk operations workload distribution and resource coverage.

• Monitor service levels KPIs quality and customer satisfaction.

• Provide coaching guidance and knowledge sharing to Service Desk analysts.

• Support adoption and effective use of AI-enabled tools such as Moveworks Flash AI.

• Monitor AI self-service knowledge automation and ticket deflection trends.

• Identify operational and digital support improvement opportunities.

• Promote knowledge-sharing and consistent use of Service Desk processes.

• Support rollout training and adoption of new digital support capabilities.

• Collaborate with Service Desk leadership and technology teams on improvement initiatives.

• Escalate operational issues and risks as appropriate

Business Value:

• Improves Service Desk operational performance and service quality.

• Increases adoption and value of AI automation and self-service capabilities.

• Improves employee experience through more efficient and consistent support.

• Reduces avoidable Service Desk workload through knowledge and automation.

• Enables data-driven continuous improvement.

• Strengthens team capability and readiness for digital transformation.

The Role:

• Lead and coordinate day-to-day Service Desk activities and team performance.
• Support achievement of service levels KPIs quality and customer satisfaction targets.
• Coach team members and promote knowledge sharing and best practices.
• Drive adoption of AI-enabled support self-service automation and knowledge management.
• Monitor digital support adoption usage ticket deflection and service trends.
• Support implementation and rollout of new digital support capabilities.
• Promote governance quality and knowledge management standards.
• Analyze operational and AI trends to identify improvement opportunities.
• Contribute to continuous improvement and Service Desk modernization initiatives.
• Support change communication and training activities across the team.

The Requirements

• Proven experience leading or coordinating Service Desk IT Support Customer Support or IT Operations teams.
• Working knowledge of ITIL and IT Service Management practices.
• Experience managing service levels KPIs customer satisfaction and team performance.
• Experience supporting service or process improvement initiatives.
• Exposure to AI-enabled support automation knowledge management or digital workplace technologies.
• Strong interest in emerging technologies and their practical application to Service Desk operations.
• Strong communication coaching collaboration and stakeholder management skills.
• Ability to lead teams through process technology and operational change.
• Strong analytical and problem-solving skills.
• Ability to translate operational data and trends into practical improvement actions.

WTW is an Equal Opportunity Employer