Job Description
📋 Description Design and scale global follow-the-sun support processes across offices. Lead AI tool adoption; establish service desk as center of excellence for enterprise AI. Create company-wide training and AI literacy programs to upskill staff. Define KPIs for first-contact resolution and internal customer satisfaction. Centralize hardware/software lifecycles; standardize to reduce costs and improve security. 🎯 Requirements 5+ years in IT support management or service desk leadership with global teams. ITIL-based process engineering; redesign and modernize legacy frameworks. Technical breadth: Mac OS, Windows; AWS, Google Compute Engine, VMware; networking/security. Leadership and change management; drive transformation. Customer-focused, mentoring technical teams. AI tools adoption experience. 🎁 Benefits Onboarding and ongoing learning with mentorship and Appian University. Leadership growth programs and tuition reimbursement. Community focus with affinity groups and inclusive culture. Comprehensive benefits: health, 401(k), wellness, EAP. Equity awards may be offered.
