Responsibilities
- Lead the engineering and operations of the IT Service Desk, overseeing team performance, staffing, priorities, and daily delivery of employee-facing IT support.
- Manage global IT support activities with responsibility for execution, workforce planning, and operational outcomes.
- Convert strategic IT plans into efficient operational workflows across service desk functions, device provisioning, support tools, ticketing, and service fulfillment.
- Develop and refine processes, standards, and operational cadences to enhance support quality, reduce manual work, and deliver a consistent employee experience.
- Monitor and evaluate service performance using metrics such as response and resolution times, backlog levels, escalations, self-service usage, satisfaction scores, asset processing times, and recurring issue patterns.
- Leverage data from endpoint systems, support operations, and employee feedback to detect service deficiencies, prioritize enhancements, and achieve measurable improvements.
- Collaborate with Security, Identity and Access Management, Enterprise Applications, Workplace, Procurement, Finance, and People teams to align IT support with compliance, access management, and workplace needs.
- Advance service desk engineering through automation, AI integration, workflow optimization, knowledge base development, intake improvements, and tool integrations to increase efficiency.
- Ensure reliable execution of onboarding, offboarding, hardware lifecycle management, software access, and office-based support for a hybrid workforce.
- Define clear escalation paths, incident coordination protocols, and ownership models for resolving employee-impacting IT issues.
- Strengthen team capabilities through coaching, performance feedback, role definition, and career development for both managers and individual contributors.
- Communicate operational performance, risks, strategic priorities, and recommendations across technical and non-technical audiences, tailoring messaging appropriately.
- Support the development and refinement of policies and procedures impacting the IT Service Desk Engineering function.
Work Arrangement
Hybrid — Oakland, California, US, Ireland, India
Team
Global team of fewer than 10 members, distributed across the US, Ireland, and India.
Other
- This role is based in Oakland, California and follows a hybrid working model.
- Ability to provide global support leadership for an employee population working across office and remote environments, including periodic travel to our global worksites in the US, Ireland, India.
- May require occasional after-hours support coordination for high-priority incidents or critical operational events.
- Must be authorized to work in US (no visa sponsorship / relocation)
- Bachelors degree, major or minor in computer science, information technology, or similar
Not available
