Engineering Lead, ITSM & Service Desk Operations

Vylor; Wilmington (DE); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Parental leave

Retirement plan

Tuition reimbursement

Job summary

Vylor is seeking an Engineering Lead for Service Desk & ITSM Operations to set the vision for IT solutions across products and platforms. You will lead Service Desk delivery, ITIL/ITSM process implementation, and ongoing improvement to ensure 24/7 availability, strong security, and cost-effective operations.

The ideal candidate has a track record leading Service Desk teams in large global organizations, excels in a fast-paced matrixed setting, and can coach a diverse workforce while driving

Qualifications

• Bachelor’s degree in computer science or IT, or related field.
• 5+ years of ITIL/ITSM process management and Service Desk operations.
• Strong knowledge of ServiceNow and CMDB.
• Ability to communicate effectively across global teams.
• Experience in a large, matrixed organization.

Responsibilities

• Leads Service Desk operations and ITIL/ITSM practice design and governance.
• Drives 24/7 availability, incident response, and business continuity.
• Manages Incident, Major Incident, Request, Problem, Change, Knowledge, CMDB, and Reporting.
• Builds strategic partnerships with vendors and product teams.
• Ensures security, compliance, and regulatory alignment across platforms.

Skills

ITIL/ITSM leadership

Service Desk operations

Stakeholder management

Cloud/IT security awareness

ServiceNow expertise

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Job description

Vylor is seeking an Engineering Lead for Service Desk & ITSM Operations to set the vision for IT solutions across products and platforms. You will lead Service Desk delivery, ITIL/ITSM process implementation, and ongoing improvement to ensure 24/7 availability, strong security, and cost-effective operations.

The ideal candidate has a track record leading Service Desk teams in large global organizations, excels in a fast-paced matrixed setting, and can coach a diverse workforce while driving