• Provide leadership, direction, and management to the IT Service Desk team • Assist in the development, planning, and management of the IT Service Desk budget • Establish and oversee daily operations of the Service Desk • Lead the design, rollout, and continuous improvement of procedures for triage • Partner with IT leadership to develop training programs and resources • Review, approve, and contribute to technical documentation • Analyze team performance metrics; identify trends • Oversee advanced troubleshooting and escalation management • Direct the procurement, deployment, lifecycle management, and inventory tracking for all end-user devices • Provide oversight for identity, network, email, and system access provisioning • Manage the deployment, testing, and rollout of firmware and software patches