- Lead the global strategy, governance, and continuous improvement of end-user IT support services.
- Develop trusted relationships with business leaders to translate business requirements into actionable service expectations.
- Serve as the primary operational relationship manager for outsourced service providers to monitor performance against SLAs and KPIs.
- Oversee global service desk operations, desktop support, executive support, and endpoint lifecycle management.
- Establish and monitor user satisfaction metrics, including CSAT and service quality trends, to champion a customer-first culture.
- Analyze operational trends to implement process improvements that increase efficiency and reduce support costs.
- Mentor and develop internal IT service management staff while fostering collaboration with external partners.
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