Job Description

Essential Duties and responsibilities

  • Serve as the accountable lead for the outsourced service desk / managed services partner, overseeing service performance, SLA and KPI attainment, operational escalations, relationship management, service improvement planning, and transition activities, in alignment with the broader IT vendor management framework.

  • Lead IT service quality and customer experience improvements, using CSAT, SLAs, KPIs, and cost-to-serve insights to drive measurable outcomes.

  • Own the IT operating budget, including forecasting, cost optimization, vendor spend, invoices, renewals, and alignment to service value.

  • Lead, coach, and develop the IT Services & Customer Experience Supervisor, supporting effective daily operations and team growth.

  • Manage the service catalog, self-service tools, and knowledge practices to ensure IT services are clear, accessible, current, and adopted by users.

  • Supp...

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