Service Desk Transformation Lead

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

• 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.
  

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