Itsm Lead

Role & responsibilities

We are seeking a senior, hands-on Leader for Digital Workplace & IT Service Management to establish and drive our employee-facing technology ecosystem. In this strategic yet execution-focused role, you will be responsible for elevating the overall employee technology experience, driving ITSM maturity, and ensuring high-quality, operational efficiency across end-user services, collaboration platforms, and IT support functions.

You will act as the champion for the modern digital workplace, bridge technology solutions with end-user needs, and design robust service management practices to minimize disruptions and optimize service delivery.

Key Objectives

• Establish & Mature Function: Build and scale the Digital Workplace and ITSM capability into a centralized, business-aligned function.
• Elevate Employee Experience (XLA): Shift from traditional SLAs to Experience Level Agreements (XLAs) to deliver intuitive, frictionless end-user technology interactions.
• Operational Excellence: Improve incident resolution times, drive problem management, and automate standard service request fulfillments.
• Service Management Governance: Establish standardized ITIL processes across incident, problem, change, and knowledge management.

Key Responsibilities

1. Endpoint Engineering & Modern Management

• Strategy and governance for end-user hardware, OS management (Windows, macOS, mobile), patch management, and endpoint protection.
• Drive unified endpoint management (UEM/MDM) solutions to ensure secure, compliant, and zero-touch deployment models.
• Oversee device lifecycle management-from procurement and provisioning to refresh and decommissioning.

2. Collaboration & Productivity Solutions

• Own the strategy and operational administration of cloud productivity suites (e.g., Microsoft 365, Google Workspace).
• Optimize licensing, adopt modern features, and ensure seamless tool integration to enhance cross-functional team productivity.
• Partner with IT Security to implement identity, access, and data loss prevention (DLP) controls within collaboration tools without compromising user experience.

3. Service Desk & Request Fulfillment

• Lead Tier 1/2 Service Desk operations, establishing clear performance baselines, SLAs, and escalation pathways.
• Transform the Service Desk into a proactive service unit through self-service portals, AI chatbots, and automated workflows.
• Streamline hardware/software request fulfillment process to minimize cycle times and improve user satisfaction.

4. Incident, Problem & Knowledge Management

• Establish enterprise ITSM frameworks (ITIL-aligned) for major incident management, root cause analysis (RCA), and preventative problem management.
• Drive major incident response protocols, communication strategies, and post-incident reviews (PIR).
• Build and enforce a centralized Knowledge Management framework for both internal IT documentation and user self-help knowledge bases.

5. Employee Technology Experience (DEX) & Continuous Improvement

• Lead ongoing technology onboarding and offboarding experience optimizations for all employees (in-office, hybrid, remote).
• Identify opportunities for process automation (e.g., PowerShell, FreshService/Jira Service Management workflows, etc.) to reduce manual operational overhead.

Qualifications & Skills

Required Experience

• Experience: 38+ years in IT operations, Service Desk leadership, or Digital Workplace engineering, with at least 35 years in a senior/lead capacity.
• Technical Depth: Deep working knowledge of G-Suite, M365 suite, UEM, Identity Management, and enterprise ITSM platforms (FreshService, ServiceNow, etc).
• Process Mastery: Proven track record in implementing or elevating ITIL processes from scratch or low-maturity states.
• Vendor & Lifecycle Management: Hands-on experience managing hardware vendors, software licenses, and hardware lifecycle operations.

Certifications (Preferred)

• ITIL v3 / v4 Foundation or Managing Professional certification.
• Microsoft 365 Certified: Enterprise Administrator / Modern Desktop Administrator.
• PMP, Agile, or Lean IT certifications are a plus.

Core Competencies

• Customer-Centric Mindset: Passionate about user experience, empathy for business end-users, and clear operational communication.
• Data-Driven: Ability to define metrics, analyze service trends, and use data to justify tooling or resource investments.
• Leadership & Influence: Strong stakeholder management skills; capable of working across cross-functional teams (Security, HR, Facilities, Networks).

Preferred candidate profile

The ideal candidate should be a hands-on IT operations and Digital Workplace leader who can build a mature IT service management function, improve employee technology experience, and lead endpoint, collaboration, service desk, and ITIL-based operations.