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Metro-based, common ITSM skills increase applicants but seniority and vendor-specific experience moderate competition.
Skills broadly transferable across industries, though enterprise IT, MSP, and compliance experience increases fit.
Explicit 8+ years requirement plus mandatory ITSM, Intune, Azure AD, and Jira skills enforce strict filters.
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Lead and manage global Service Desk operations, End User Services, Asset Management, and Infrastructure Operations to ensure high-quality technology support for employees.
Own operational governance and continuous improvement of Jira Service Management and IT service delivery processes, including employee and asset lifecycle management.
Manage vendor relationships, monitor SLAs, and drive automation and process improvement initiatives across IT operations.
Bachelor's degree or equivalent in Computer Science, Information Systems, Cybersecurity, Business Technology, or related field.
Minimum 8 years of experience in IT Operations, Service Delivery, Service Desk Management, Infrastructure Operations, or End User Services.
Experience managing MSPs, vendors, and external technology partners; proficient with Microsoft 365, Microsoft Entra ID (Azure AD), Intune, endpoint management, Jira and Jira Service Management administration.
Availability to work with US Central Time overlapping hours until at least 1:00 PM CT.
Experienced operational leader with strong background in IT service management and vendor management for global and distributed teams.
Proven ability to lead cross-functional coordination among Service Desk, Infrastructure, Security, and Enterprise Applications teams with focus on process improvement and automation.
Comfortable working in fast-paced, international, technology-driven environments requiring stakeholder management and change leadership.