• Lead Service Desk Operations • Manage daily Service Desk operations, ensuring incidents and service requests are handled from intake through closure • Establish and enforce best practices for ticket quality, categorization, prioritization, documentation, and resolution • Ensure a consistent, customer-first experience with clear communication and strong follow-through • Build a Tier Zero / Self-Service Experience • Design and expand self-service capabilities, including a knowledge base, FAQs, step-by-step guides, and video tutorials • Improve and maintain a searchable, easy-to-use, continuously updated knowledge repository • Partner with internal stakeholders to enhance portals, virtual agents, and automation features to increase self-service adoption and reduce repeat issues • Drive Automation and AI-Enabled Support • Implement automation-first approaches to improve resolution speed and consistency • Leverage AI-enabled capabilities such as proactive issue detection, intelligent routing, trend analysis, and automated troubleshooting to strengthen service outcomes • Escalation Management and Performance Oversight • Own the escalation process, ensuring high-impact issues are quickly routed, resolved, and communicated with appropriate visibility • Track and analyze trends, recurring issues, and drivers of escalation to reduce future incidents • Provide performance reports and dashboards that highlight service metrics, risk areas, and opportunities for improvement • Lead or support recurring operational reviews/governance forums focused on service performance and continuous improvement • Support Events and Executive Needs (as required) • Coordinate or provide end-to-end IT and AV support for meetings and events, including setup, testing, and troubleshooting • Ensure adequate staffing coverage and resource planning for high-priority needs