Manager - IT Service Desk / End User

Looking for a manager you will manage 650 end users and 3 people - desktop, laptops, iphones, ipads, windows. This is a hands on role. You will strategize, plan, hire-fire. All about service management. Ability to travel up to 15% as needed, they need to modernize Leadership of the service desk team supporting US domestic, Mexico, and India operations., Ability to travel up to 15% as needed.

• Service desk management or formal team lead role.

Preferred Qualifications

• Experience driving self-services and automation.

• Experience managing service desk operating budgets and software license stewardship at the endpoint.

• Experience supporting global colleagues across time zones including Mexico and India.

• Experience with Jira Service Management or another similar ITSM solution.

• Experience with major incident management and incident commander practices.

• Experience with Windows Autopilot, Microsoft Intune, and modern endpoint management at scale.

• Owns the end-user hardware lifecycle and refresh program for laptops, desktops, mobile devices, printers, plotters, and meeting room hardware across Sloan domestic and global sites. Drives forward-looking refresh planning, end-of-life tracking, hardware standards definition, replacement sequencing, and asset inputs to IT budget and capital planning. Ensures no end-of-life equipment remains in production past committed timelines.