Head of Global Service Desk & IT Automation

ORION; Omaha (NE); On-site; USD 83,000 - 127,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Disability insurance

401(k) match

Parental leave

Job summary

Orion is seeking a Senior Manager, Service Desk to lead strategy, operations, and team member experience across domestic and international locations. You will own the service desk lifecycle, set standards, and drive automation using AI to improve service quality and efficiency.

You’ll develop leaders, partner with cross-functional teams, and use data to guide priorities while ensuring secure, reliable technology support for all users.

Qualifications

• 7+ years in service desk operations or related tech function.
• 3–5 years of people leadership experience.
• Expert knowledge of Microsoft Entra ID, including dynamic rules and groups, SSO and SCIM provisioning.
• Experience using AI adoption in service desk operations.

Responsibilities

• Lead and develop service desk team across locations.
• Own service desk lifecycle: onboarding, provisioning, licensing, asset management.
• Establish service desk strategy, goals, and performance measures.
• Manage daily service desk operations with high-quality support.
• Drive AI and automation adoption to improve service delivery and efficiency.
• Build stakeholder relationships and communicate tech concepts clearly.

Skills

Service desk operations

Leadership

Team development

Communication

Data analytics

AI adoption

Stakeholder management

Change leadership

Education

Bachelor’s degree in IT field

Tools

Jira Service Management

Confluence

Microsoft Entra ID

Intune

PowerShell

Active Directory

Job description

Orion is seeking a Senior Manager, Service Desk to lead strategy, operations, and team member experience across domestic and international locations. You will own the service desk lifecycle, set standards, and drive automation using AI to improve service quality and efficiency.

You’ll develop leaders, partner with cross-functional teams, and use data to guide priorities while ensuring secure, reliable technology support for all users.