Lead and manage IT support operations across global service functions, including onsite operations, deskside support, remote support, chat, phone, and tech bar. Oversee support for AV conference rooms, meeting spaces, collaboration technologies, and related onsite technical services. Manage incident, request, problem, and escalation workflows to ensure timely resolution and service continuity. Ensure SLA, KPI, and reporting matrix targets are met across all support channels and operational queues. Build and maintain dashboards, operational reports, and performance metrics using Power BI and other reporting tools. Analyze trends, recurring issues, service gaps, and performance data to drive service improvements. Lead and mentor a team of support analysts and technicians, promoting accountability, customer service excellence, and technical growth. Serve as a ServiceNow subject matter expert for incident, request, workflow, and reporting processes. Drive process improvements in ticket handling, documentation, knowledge management, and service standardization. Partner with global IT operations, infrastructure, security, and application teams to support service delivery and issue resolution. Support endpoint and device management operations across Windows and Mac environments. Oversee administration and support for Intune, Tanium, and Jamf-based device management practices. Support identity and access-related operational activities, including ITAM/IAM-adjacent processes as applicable to the support function. Ensure strong customer communication, clear expectation setting, and professional service delivery. Maintain operational readiness through standard procedures, knowledge articles, SOPs, and support runbooks. Identify repeat issues and lead root-cause analysis and problem-resolution initiatives. Support global operations by aligning local execution with enterprise standards, tools, and service goals. Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience. 8+ years of IT support or IT operations experience, including leadership responsibility. Strong experience managing onsite support, deskside, remote support, and service desk operations. Microsoft Intune Tanium Jamf ServiceNow Power BI AV conference room technologies Endpoint management practices Strong understanding of incident management, request fulfillment, SLA management, and escalation handling. Experience creating dashboards, KPI reporting, and operational scorecards. Excellent communication, customer service, and stakeholder management skills. Experience leading global support teams in a matrixed environment. Experience with ITAM, endpoint compliance, and device lifecycle management. Experience designing operational dashboards and executive reporting packs. Experience with knowledge management, process improvement, and standardization initiatives. Familiarity with collaboration platforms and AV support in enterprise office environments. Customer service excellence Incident and escalation management Global operations mindset Power BI analytics and reporting KPI, SLA, and metrics management Endpoint management across Windows and Mac Intune, Tanium, and Jamf administration support AV and onsite support operations Process improvement and operational discipline Strong communication and stakeholder engagement Success Measures SLA and KPI attainment across support operation Improved user satisfaction and service quality Reduced incident backlog and repeat issues Accurate and timely dashboards and reporting
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