• Manage service desk based on industry leading standards • Lead a group of 5-15 Help Desk • Prioritize and resolve IT concerns and escalate as needed • Participate in initiatives to reduce the number of human service desk interactions needed over time • Provide support across multiple channels (e.g., phone, chat, self-service portals) • Participate in initiatives to provide self-service capabilities to the maximum extent possible for customers • Manage 24/7/365 Service Desk for C1 services and support operations • Support testing/validation as needed • Document processes/lessons learned and maintain service desk records • Provide health and status monitoring • Document and communicate outage information to co-workers and customers • Partner with business stakeholders to understand requirements and translate them into technical solutions • Present recommendations to executive leadership • Mentor, guide and supervise teams for related activities • Lead reviews and provide guidance on complex technical decisions • Prepare detailed technical documentation to support development and operational processes • Collaborate with team members and provide mentorship to junior staff, fostering a learning environment • Act as the Service Desk manager to assess employee performance, hire new employees, and ensure compliance with corporate training requirements