Service Desk Transformation Lead
Conshohocken, PA, US • Posted 2 days ago • Updated 4 hours agoContract W2
On-site


Soni Resources Group
Fitment
Dice Job Match Score™
👤 Reviewing your profile...
Job Details
Skills
- FOCUS
- Change Management
- Reporting
- KPI
- Customer Satisfaction
- Trend Analysis
- User Experience
- Laptop
- Provisioning
- Mobile Device Management
- Master Data Management
- Collaboration
- Migration
- Telephony
- Cloud Computing
- Onboarding
- Workflow
- Regulatory Compliance
- Embedded Systems
- Usability
- SolarWinds
- Offshoring
- Optimization
- End-user Computing
- Mentorship
- Licensing
- Management
- Microsoft Office
- Microsoft Azure
- Virtual Desktop
- Endpoint Protection
- Email Security
- Microsoft
- IT Service Management
- Service Desk
- Soft Skills
- Leadership
Summary
Service Desk Transformation Lead
Our client is a highly experienced Service Desk Transformation Lead for a long-term contract engagement. This role will own the end-to-end redesign, modernization, and operational maturity of the company's Service Desk and end-user computing experience.
This is a hands-on leadership role for someone who thrives in simplifying complex environments, prioritizing user experience, and building pragmatic, scalable support models. You will directly oversee 2-3 Service Desk technicians, redefine processes, tooling, metrics, and user engagement, and serve as the strategic driver behind a modern, secure, and highly effective Service Desk operation.
Key Responsibilities:
Service Desk Leadership & Transformation
Modern Workplace & Endpoint Management
Collaboration, Telephony & Meeting Technology
Automation, Cloud & Virtual Desktop
Security & Compliance
Vendors, Tools & ITSM Platforms
Qualifications:
Technical Expertise:
Soft Skills & Leadership:
#SoniTech1
Our client is a highly experienced Service Desk Transformation Lead for a long-term contract engagement. This role will own the end-to-end redesign, modernization, and operational maturity of the company's Service Desk and end-user computing experience.
This is a hands-on leadership role for someone who thrives in simplifying complex environments, prioritizing user experience, and building pragmatic, scalable support models. You will directly oversee 2-3 Service Desk technicians, redefine processes, tooling, metrics, and user engagement, and serve as the strategic driver behind a modern, secure, and highly effective Service Desk operation.
Key Responsibilities:
Service Desk Leadership & Transformation
- Lead and mentor two Service Desk technicians, establishing clear roles, workflows, escalation paths, and performance expectations.
- Redesign Service Desk operations with a focus on user experience first, efficiency second.
- Establish and operationalize modern ITSM practices across incident, request, problem, and change management.
- Define, track, and report Service Desk KPIs including response times, resolution times, customer satisfaction, and trend analysis.
- Implement and mature a Voice of the Customer program to continuously improve end-user experience.
- Partner with stakeholders to drive adoption of new support models and collaboration tools.
Modern Workplace & Endpoint Management
- Design and implement a zero-touch laptop provisioning model using Microsoft Intune and Autopilot.
- Right-size, clean up, and optimize the Intune environment.
- Maintain and modernize the Entra ID (Azure AD) tenant, ensuring security and operational best practices.
- Own MDM and MAM strategy and ongoing operations.
- Proactively modernize the end-user computing experience to reduce incidents and improve reliability.
Collaboration, Telephony & Meeting Technology
- Lead migration from Zoom to Microsoft Teams Calling.
- Modernize enterprise meeting capabilities using Teams Rooms.
- Overhaul and standardize office conference room technology.
- Manage and maintain enterprise telephony systems.
Automation, Cloud & Virtual Desktop
- Improve and automate employee onboarding and offboarding workflows.
- Build, manage, and automate deployment of Azure Virtual Desktop (AVD) environments.
- Support Azure-based file services and virtual workspace solutions.
- Develop and maintain an internal application catalog / application store.
Security & Compliance
- Ensure security is embedded in all aspects of Service Desk and Modern Workplace operations.
- Administer and integrate endpoint security tooling including Microsoft security platforms and third-party solutions.
- Support Zero Trust access models and endpoint protection strategies.
- Partner with security stakeholders to reduce risk while maintaining usability.
Vendors, Tools & ITSM Platforms
- Own ITSM tooling and employee service center platforms (e.g., SolarWinds).
- Manage vendors and outsourced / offshore resources.
- Support Microsoft licensing strategy and optimization.
Qualifications:
- 10+ years of experience in End-User Computing, Modern Workplace, and/or Service Desk leadership roles.
- 7+ years leading or contributing to complex, business-critical initiatives in midsize to large environments.
- Proven experience managing and mentoring Service Desk staff.
- Strong background in ITSM processes, metrics, and operational maturity.
- Experience managing vendors and outsourced resources.
- Deep understanding of Microsoft licensing and enterprise endpoint management.
- Bachelor's degree or equivalent experience.
Technical Expertise:
- Microsoft 365, Teams, Entra ID (Azure AD)
- Intune, Autopilot, zero-touch deployments
- Azure, Azure Files, Azure Virtual Desktop (AVD)
- Endpoint security and automation
- Email security platforms (e.g., Material, Mimecast, Abnormal)
- Zero Trust and secure access solutions (e.g., Zscaler Private Access)
- Security platforms such as CrowdStrike and Microsoft Defender
- ITSM platforms and Service Desk tooling
Soft Skills & Leadership:
- Strong communicator able to translate complex technical concepts to non-technical audiences.
- Proven ability to influence stakeholders at senior and executive levels.
- Experienced change agent who can drive adoption and cultural shift.
- Pragmatic, outcome-focused mindset: effective first, efficient second.
#SoniTech1
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 90999981
- Position Id: 13916
- Posted 2 days ago
Company Info
About Soni Resources Group
Soni Resources Group is a premier staffing & recruitment company that is disrupting the human capital management space.
Headquartered in New York, we have presence in 23 markets across the United States. We support each professional relationship with a cutting-edge approach, industry-leading insights and a human touch.
We are trusted to help companies and individuals tackle their challenges and capture their greatest opportunities.
We are committed to creating environments where people are empowered to be their authentic selves.

Create job alert
Similar Jobs
It looks like there aren't any Similar Jobs for this job yet.
Search all similar jobs