Senior Enterprise IT Service Desk and Incident Lead

Role Summary

The Senior Associate is responsible for overseeing enterprise IT Service Desk operations and ensuring resilient service delivery across Collaboration, End-User Computing (EUC) and business-critical enterprise platforms. The role provides operational leadership for incident governance, service performance management and stakeholder coordination, ensuring SLA adherence and continuous service improvement.

This position serves as a senior escalation point, mentors junior analysts and supports progression toward formal service management responsibility.

Key Responsibilities

• Oversee and govern L1 Service Desk operations to ensure service availability, SLA compliance and quality standards.
• Lead support for business-critical enterprise platforms including Replicon, SAP and Workday, ensuring high availability, access governance and coordinated incident resolution.
• Oversee operational support for proprietary platforms including Tiger and Titan, ensuring service resilience, performance monitoring and cross-functional incident management.
• Own operational performance reporting, including MTTR, SLA adherence and incident trend analysis.
• Lead Major Incident Management (P1/P2), acting as Incident Commander across technical teams and business stakeholders.
• Provide advanced support and operational oversight for Collaboration platforms such as Microsoft Teams and Webex.
• Manage EUC operations including Windows environments, Intune-managed devices, MIM identity systems and enterprise endpoint security.
• Manage Active Directory and Azure AD governance, access control and compliance standards.
• Coordinate cross-functionally with Infrastructure, Security and Application teams to ensure service continuity.
• Partner with Problem Management to conduct root cause analysis (RCA) and drive systemic service improvements.
• Lead quality assurance reviews, enforce ITIL-aligned operational processes and maintain accurate ITSM documentation in ServiceNow.
• Contribute to observability strategy using Grafana, Azure Monitor, CloudWatch and Power BI dashboards.
• Mentor analysts and contribute to operational maturity and service governance frameworks.

Required Qualifications

• 8+ years of enterprise IT operations experience.
• Proven leadership in Major Incident Management within regulated or enterprise environments.
• Strong expertise in ITIL-based service governance and ServiceNow ITSM.
• Experience managing enterprise Collaboration, EUC and business-critical platforms including Replicon, SAP and Workday.
• Demonstrated stakeholder management across business and technical functions.
• Experience working in global or multi-site environments.

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