Description
Build the future of Service Desk operations by leading the team that transforms strategic vision into measurable results. You'll manage Program Managers and IT engineers delivering program entitlements through AI Enablement, Defect Elimination, and Continual Improvement programs that position Service Desk as the AI center of excellence that customers trust.

This role solves the critical gap between strategic program design and operational execution. You'll establish governance frameworks, career pathways, and delivery predictability across concurrent
initiatives including CSAT improvement, MTTR reduction, and Knowledge Management transformation. Your team will improve the customer experience and recover headcount capacity through AI-powered solutions. They will also maintain 100% SLA compliance and capacity requirements against demand.

You'll work directly with OTS partner teams, cross-functional stakeholders, and operational customers who depend on...