Global Account Service Desk Lead

Role -Service Desk Lead

Location- Cary, NC

Mode : Contract on W2

Global Account Management (GAM)—This is a mandatory skill.

• 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.