Service Desk Lead (Lead Experience in Servicedesk/helpdesk) Position Available In Wake, North Carolina

Manage and lead the Service Desk and Global Account Management (GAM) teams, ensuring alignment with industry best practices. Drive onboarding of new mergers and acquisitions (M&A) into provisioning systems, enterprise standards, and communication protocols. Oversee end-user computing (EUC) support, ensuring consistent and user-friendly service delivery. Implement and govern SOPs, ticket hygiene, and service quality metrics across teams. Ensure effective use and continuous enhancement of the Self-Service Portal for end users. Collaborate with internal stakeholders to integrate enterprise tools, identity management, and service workflows. Monitor SLA adherence and ensure timely resolution of incidents, requests, and provisioning tasks. Develop and mentor team members, managing staffing, training, and performance reviews. Standardize and optimize service desk and GAM processes across regions and accounts. Conduct regular service reviews with clients and internal stakeholders, driving continuous improvement.