Precision Medicine Group

Compensation

Full Description

Job Description: • Lead global Helpdesk and Service Desk operations, ensuring high-quality end-user support across all regions • Oversee the complete ITSM practice, including Incident, Problem, Major Incident, Change, Request, and Knowledge Management • Establish consistent service delivery standards, governance, and ITIL process maturity across all IT functions • Drive improvements in first-contact resolution, time-to-resolve, ticket quality, knowledge availability, and overall digital employee experience • Own Major Incident Management, including executive communication, collaboration with engineering teams, and post-incident governance • Lead root-cause analysis for recurring issues and ensure corrective actions are executed by responsible technology teams • Partner with PMO to ensure service readiness, support models, and operational transition for new systems and projects • Collaborate closely with Security, Cloud & Infrastructure, End User Compute Service, Engineering, HR, and other teams to drive cross-functional service quality improvements • Serve as the primary executive service liaison for all business units, handling escalations, service reviews, and communication related to support and operations • Oversee the ITSM platform, ensuring data integrity, process alignment, automation, and scalability • Drive self-service, automation, chatbots, AIOps, and workflow digitization to reduce support volume and improve user experience • Manage internal staff and outsourced support partners to ensure consistent service levels globally • Oversee budget planning, vendor management, contract negotiations, and performance reviews for all support-related services • Develop and mentor managers and senior staff, creating a culture of ownership, accountability, and customer-driven service excellence Requirements: • Extensive experience (12+ years) in a director level or above role leading IT service delivery, End User Computing, or enterprise support leadership • 7+ years managing global teams, multiple functional areas, or international operations • Demonstrated success implementing and maturing ITIL Incident and Change Management practices, with ITIL Foundations certification • Proven track record of leading teams, managing budgets, and delivering enterprise workplace solutions • Strong expertise in ITIL frameworks and digital workplace platforms, including end-user access management, collaboration, and endpoint services • Demonstrated ability to modernize support operations, optimize processes, and scale global teams effectively Benefits: • Discretionary annual bonus • Health insurance • Retirement savings benefits • Life insurance • Disability benefits • Parental leave • Paid time off for sick leave and vacation