OneDesk IT Service Lead — AEMEA (Hybrid)

AFM - Association Française du Marketing; Cincinnati (OH); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Healthcare

401(k) with company match

36 total days off (vacation + holidays

Hybrid work schedule

Job summary

Kao is seeking an IT Service Team Leader (OneDesk) to lead regional IT service desk operations across AEMEA, ensuring quality and continuous improvement through a managed service provider. You will align business needs with Enterprise Infrastructure Services and define standards for end-user compute in a Microsoft 365 environment.

The role emphasizes stakeholder engagement, MSP governance, budget input, and cross-functional collaboration, with a hybrid work schedule and a competitive salary

Qualifications

• Bachelor’s degree or equivalent experience considered.
• Significant IT experience including project management, business analysis, and service delivery.
• Experience in global/multi-regional environments with cross-functional stakeholders.
• Strong working knowledge of IT service management; ITIL preferred.

Responsibilities

• Build and maintain relationships between business stakeholders and Enterprise Infrastructure Services.
• Oversee day-to-day OneDesk services across Service Desk, End User Computing, and Site Support.
• Govern MSP performance, delivery quality, and continuous improvement.
• Manage demand intake, prioritization, and governance for workplace initiatives.
• Coordinate delivery of projects and service improvements.
• Define standards for end-user compute technology in Microsoft 365.
• Drive service metrics and user feedback to improve quality.
• Support budget forecasting and hardware lifecycle planning for OneDesk.
• Collaborate with IOM architects to align services with business needs.

Skills

Stakeholder management

Communication

Problem solving

Project management

Business analysis

IT service management

Vendor management

Budget forecasting

Leadership

Education

Bachelor's degree in Computer Science or related field

Tools

Intune

Autopilot

Entra ID

Microsoft 365

MDM/MAM

Security baselines

Device lifecycle

Power BI

Job description

Kao is seeking an IT Service Team Leader (OneDesk) to lead regional IT service desk operations across AEMEA, ensuring quality and continuous improvement through a managed service provider. You will align business needs with Enterprise Infrastructure Services and define standards for end-user compute in a Microsoft 365 environment.

The role emphasizes stakeholder engagement, MSP governance, budget input, and cross-functional collaboration, with a hybrid work schedule and a competitive salary