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Service Desk Lead

Service Desk Lead

Sira Consulting, an Inc 5000 companyCary, NC, United States
15 days ago
Job type
  • Full-time
Job description
  • 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.
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    Service Desk Lead • Cary, NC, United States