• oversee the global Helpdesk, employee productivity tools, endpoint management, and the maintenance and reliability of on-prem and cloud servers. • lead a high-performing team responsible for modern workplace technologies, troubleshooting, escalations, asset lifecycle management, patching, uptime, and service delivery. • define SLAs, KPIs, and service delivery standards that drive high satisfaction and operational consistency. • build intake, triage, escalation, and incident-management processes that reduce friction and increase speed. • partner cross-functionally to improve the digital employee experience—from onboarding to offboarding. • manage upgrades, vulnerability remediation, lifecycle planning, and disaster-recovery readiness. • enforce compliance, endpoint hygiene, access controls, and change management.