Global Service Desk Leader — AI-Driven Ops

OAS Orion Advisor Solutions, Inc; United States; On-site; USD 83,000 - 127,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability coverage

401(k) match

Paid parental leave

Pet benefits (pawternity)

Job summary

OAS Orion Advisor Solutions, Inc. seeks a Senior Manager, Service Desk to lead strategy, operations, and team member experience for a global service desk. You will own the technology lifecycle, implement standards, and improve service quality across devices, software, and endpoints.

The role focuses on building leadership capability, cross-functional partnerships, and data-driven continuous improvement while aligning with Orion values.

Qualifications

• Advanced knowledge of service desk operations and Jira Service Management.
• Expert knowledge of Microsoft Entra ID, SSO, and SCIM provisioning.
• Expert knowledge of Microsoft Intune and endpoint management.
• Proficiency with PowerShell and automation tools.
• Knowledge of Microsoft 365 apps and Teams.
• Experience in regulated financial services environment desired.

Responsibilities

• Lead and develop the service desk team across domestic and international locations.
• Own the team member technology lifecycle including onboarding and offboarding.
• Establish strategy, operating model, goals, and performance measures.
• Manage daily service desk operations and high-quality support.
• Track metrics like SLA, ticket volume, cycle time, and provisioning.
• Drive AI adoption and automation for ticket handling and knowledge drafting.
• Coach team on safe AI usage per security and regulatory requirements.

Skills

Jira Service Management

Microsoft Entra ID

Microsoft Intune

PowerShell

Microsoft 365

Endpoint management

Education

Bachelor’s degree in management information systems, computer science, network technology, business, or related field

Tools

Confluence

Jira Service Management

Active Directory

Group Policy

Job description

OAS Orion Advisor Solutions, Inc. seeks a Senior Manager, Service Desk to lead strategy, operations, and team member experience for a global service desk. You will own the technology lifecycle, implement standards, and improve service quality across devices, software, and endpoints.

The role focuses on building leadership capability, cross-functional partnerships, and data-driven continuous improvement while aligning with Orion values.