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# IT Service Desk Lead

- **Company:** Automanage, LLC
- **Location:** Marysville, OH, United States (Remote available)
- **Experience:** Expert
- **Salary:** $72,100.0 - $90,100.0
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Information Technology Operations, Knowledge Management
- **Published:** June 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1e2ffcebbf94a774

## About the Role

Do you have experience in Vendor relationship management?, Do you have a Bachelor's degree?, * A Bachelor's level degree in a STEM field of study or equivalent relevant work experience, along with certifications.

 * 5 to 8 years in IT Service Management / Service Desk / IT Operations
 * Experience in major incident management, CAB/change governance, and vendor management
 * Strong understanding of ITIL frameworks and service delivery models
 * Proven ability to work across business, IT, and vendor stakeholders
 * Excellent communication, facilitation, and analytical skills
 * Highly desirables: ITIL certification, Agile/Lean methodologies

## Description

* We are seeking an experienced IT Service Desk Lead to act as the primary interface between business stakeholders, IT operations, and managed service providers.
 * This role ensures seamless IT service delivery, strong change governance, and high-quality support operations while driving continuous improvement across Service Desk processes., * Serve as the primary liaison between Service Desk, business units, and affiliate organizations
 * Lead Major Incident Management (SEV1/SEV2), including stakeholder communication and resolution coordinationAdminister and facilitate Change Advisory Board (CAB) governance processes
 * Drive Service Desk readiness for system, process, and organizational changes
 * Monitor vendor performance, SLAs, and continuous improvement initiatives
 * Support ITIL-aligned processes across Incident, Change, and Knowledge Management
 * Partner with project teams to enable smooth transition into production support
 * Develop training, communication, and knowledge strategies for support teams


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