Lead the modernization of the Support Desk into a proactive, data-driven function

Drive adoption of automation, knowledge management, and AI capabilities

Redesign workflows to shift routine work toward automation and elevate team focus to orchestration and exception handling

Align Support Desk operations with broader IS and business objectives

Provide clear direction aligned to enterprise priorities

Coach, mentor, and develop Support Desk Analysts

Foster a culture of accountability, collaboration, and continuous improvement

Build capabilities in orchestration, SME depth, and automation

Manage budgets and execution activities

Provide monthly budget updates and variance reporting

Promote and uphold a strong safety culture acro...