ITSM / Service Desk Lead

Salary: $93,750-$125,000

Position Summary

The ITSM / Service Desk Lead is responsible for the leadership and governance of Level 1 Service Desk operations and the organization's IT Service Management framework. This role owns ServiceNow (or equivalent ITSM platform), drives ITIL process maturity, ensures SLA achievement, and provides governance over Incident, Problem, Change, and Request Management processes across the enterprise.

Key Responsibilities

• Own day-to-day L1 Service Desk operations.
• Ensure consistent, high-quality customer support and ticket resolution.
• Drive workforce planning, performance monitoring, and service optimization.
• Establish operational standards, procedures, and escalation paths.

• Serve as the business owner for ServiceNow or equivalent ITSM technology.
• Manage platform governance, enhancements, workflows, and reporting.
• Partner with technical teams to implement process improvements and automation.

• Lead Incident, Problem, Change, Request, and Knowledge Management practices.
• Ensure compliance with ITIL standards and organizational policies.
• Facilitate CAB meetings and change review processes.
• Drive root cause analysis and continual service improvement initiatives.

• Develop and monitor service level agreements and operational KPIs.
• Produce executive dashboards and service reporting.
• Analyze trends and identify opportunities to improve service quality and efficiency.
• Ensure service commitments are consistently achieved.

• Provide oversight of corporate L2 support and service delivery activities.
• Partner with infrastructure, applications, security, and business teams to improve service outcomes.
• Manage vendor performance and support relationships when applicable.

Qualifications

• Bachelor's degree in Information Technology, Business, or related field.
• 5+ years of IT Service Management and/or Service Desk leadership experience.
• Strong hands-on experience with ServiceNow or a comparable ITSM platform.
• Deep knowledge of ITIL practices and service management frameworks.
• Experience managing SLAs, KPIs, and executive reporting.

• ITIL Foundation, ITIL Managing Professional, or equivalent certification.
• ServiceNow Administrator or Implementation certification.
• Experience supporting enterprise environments with multiple locations.
• Experience leading service improvement and operational transformation initiatives.