End-User Experience Transformation Lead

Soni; Plymouth Meeting (PA); On-site; USD 120,000 - 150,000; Full time

Job summary

A leading tech consultancy is looking for a Service Desk Transformation Lead in Plymouth Meeting, PA. This role involves redesigning end-user support and implementing modern IT practices without relying solely on ServiceNow. The ideal candidate will have over 10 years in End User Computing and experience in transforming service functions. Responsibilities include establishing KPIs, mentoring teams, and ensuring alignment with security practices. This position promotes a modern workplace approach and offers a chance to significantly impact customer support and employee experience.

Qualifications

• Experience transforming Service Desk functions.
• Hands-on expertise with zero-touch provisioning.
• Strong background in mentoring and training.

Responsibilities

• Lead end-to-end redesign of Service Desk.
• Architect and implement modern Employee Success Center.
• Define and track Service Desk KPIs.

Skills

End User Computing

Service Desk Leadership

Technical Mentoring

Microsoft 365

Azure Virtual Desktop

Education

10+ years in IT leadership roles

Tools

Microsoft Intune

SolarWinds ITSM

Job description

A leading tech consultancy is looking for a Service Desk Transformation Lead in Plymouth Meeting, PA. This role involves redesigning end-user support and implementing modern IT practices without relying solely on ServiceNow. The ideal candidate will have over 10 years in End User Computing and experience in transforming service functions. Responsibilities include establishing KPIs, mentoring teams, and ensuring alignment with security practices. This position promotes a modern workplace approach and offers a chance to significantly impact customer support and employee experience.