• Manage, train, coach, and mentor the IT support team, fostering a culture of excellence, customer service and continuous improvement. • Oversee daily operations of the IT service desk, ensuring effective ticket management and adherence to Service Level Agreements (SLAs). • Design and implement robust IT support workflows, including escalation paths and resolution procedures. • Monitor service desk metrics (ticket resolution times, user satisfaction, backlog trends) and adjust processes to optimize performance. • Contribute to and improve a comprehensive knowledge base and self-service resources for employees. • Collaborate with IT and Security leadership and other internal partners to ensure IT support aligns with strategic initiatives and business goals. • Provide regular performance reports and strategic recommendations to leadership. • Manage the onboarding/offboarding process to ensure timely provisioning and deprovisioning of IT assets and access. • Resolve high-priority escalations and complex technical issues, providing guidance to support staff as needed. • Develop, create and own the delivery of appropriate onboarding and training materials to ensure successful assimilation with the team and division. • Participate in the recruitment and hiring of new team members. • Resolve or direct ticket escalations as necessary, providing expert support and backup to the IT service team. • Provide on call support on rotation with other team members. • Participate in compliance reviews and audit collection as necessary. • Communicate system health updates to stakeholders and employees. • Participate as necessary in incident escalation resolution. • Oversee budget for the IT service desk, ensuring cost-effective solutions and resource allocation. • Manage relationships with external vendors and service providers. • Support development and maintenance of disaster recovery plans to ensure business continuity in case of IT service disruptions. • Ensure all IT support activities comply with relevant regulations and security policies. • Drive innovation within the service desk team to continuously improve process and service delivery. • Regularly engage with stakeholders to understand their needs and expectations and align IT support accordingly. • Participate in the development of user training programs to educate employees on best practices and tool updates. • Create and manage reporting dashboards for service and system insights. • Support and promote company values through positive interactions with both internal and external stakeholders on a regular basis. • Other strategic business initiatives or special cross-functional project involvement as required.