Global Service Desk Leader — AI, Automation & Strategy

orionadvisor; Omaha (NE); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Orion seeks a Senior Manager, Service Desk to lead strategy, operations, and an international team, ensuring secure, reliable technology support. You will own the technology lifecycle, automate where possible, and partner across Technology and business units to raise service quality and efficiency.

Responsibilities include managing incident handling, onboarding/offboarding, device provisioning, and asset management, while building strong cross-functional relationships and coaching team members

Qualifications

• Advanced knowledge of service desk operations and service management practices.
• Expert knowledge of Microsoft Entra ID including SSO and SCIM provisioning.
• Expert knowledge of Microsoft Intune and endpoint management.
• Proficiency with PowerShell for automation.
• Experience with ticketing and collaboration tools like Jira Service Management and Confluence.

Responsibilities

• Lead and develop service desk team across locations, setting clear expectations and standards.
• Own the service desk technology lifecycle and asset management.
• Establish strategy, operating model, goals, and KPIs.
• Manage daily operations delivering high-quality IT support.
• Drive AI/automation adoption for ticketing and knowledge management.
• Develop escalation procedures and resolve complex issues.

Skills

Service desk operations

Microsoft Entra ID

Intune endpoint management

Jira Service Management

Automation with PowerShell

SSO & SCIM provisioning

Active Directory

IT security best practices

Education

Bachelor's degree in IT or related field

Tools

Jira Service Management

Confluence

Microsoft Intune

Entra ID

Windows Autopilot

PowerShell

Job description

Orion seeks a Senior Manager, Service Desk to lead strategy, operations, and an international team, ensuring secure, reliable technology support. You will own the technology lifecycle, automate where possible, and partner across Technology and business units to raise service quality and efficiency.

Responsibilities include managing incident handling, onboarding/offboarding, device provisioning, and asset management, while building strong cross-functional relationships and coaching team members