Manage and lead the service desk team to ensure efficient operations • Implement and maintain service desk processes and procedures • Monitor service desk performance and KPIs to ensure targets are met • Coordinate with internal teams to resolve complex service issues • Evaluate and implement tools and technologies to enhance service desk efficiency • Develop and deliver training programs for service desk staff to improve service delivery and customer satisfaction. Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Change Management, Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Field Support, Inclusion, IT Service Desk, Mac OS Support, Modernizing Operations, People Leadership, Personal Effectiveness, Risk Management, Storytelling, Workplace Services.