IT Service Desk Leader – Hybrid, AEMEA

Kao USA, Inc.; Cincinnati (OH); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Healthcare

401(k) with company match

Hybrid work schedule

36 total days off

Job summary

Kao USA, Inc. is seeking an IT Service Team Leader to oversee one desk services, end user computing, and site support across the AEMEA region. You will drive service quality, manage external partners, and align activities with business priorities while shaping roadmaps.

The role requires strong ITIL-based service management, stakeholder engagement, and budgeting skills, with a hybrid work schedule and a competitive salary range.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, System Analysis, or related field or equivalent experience.

Responsibilities

• Build and maintain relationships between business stakeholders and Enterprise Infrastructure Services across the AEMEA region.
• Provide day-to-day oversight and direction for OneDesk services (Service Desk, End User Computing, Site Support).
• Govern MSP performance, delivery quality, user satisfaction, and SLAs.
• Manage demand intake, prioritization, and governance for workplace and infrastructure initiatives.
• Coordinate project delivery and service improvements for smooth operations.
• Define and drive standards for end‑user compute technologies in Microsoft 365.
• Drive continuous improvement via metrics and feedback.
• Support budget forecasting and hardware lifecycle planning for OneDesk.

Skills

IT service management

Stakeholder management

Project management

Business analysis

Communication

Budget forecasting

End-user computing

Service improvement

Intune/Autopilot

Microsoft 365

Education

Bachelor's degree in Computer Science/Information Systems

Equivalent relevant experience

Tools

Intune

Autopilot

Entra ID

Microsoft 365

Power BI

Job description

Kao USA, Inc. is seeking an IT Service Team Leader to oversee one desk services, end user computing, and site support across the AEMEA region. You will drive service quality, manage external partners, and align activities with business priorities while shaping roadmaps.

The role requires strong ITIL-based service management, stakeholder engagement, and budgeting skills, with a hybrid work schedule and a competitive salary range.