Regional IT Service Desk Leader, Hybrid Role

Kao Chemicals Europe; Cincinnati (OH); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Flexible working

Health and wellbeing offers

Retirement plan

Insurance options

Job summary

Kao is seeking an IT Service Team Leader to guide AEMEA service desk, end-user computing, and site support in a managed MSP model. You’ll partner with business stakeholders and EIS to shape roadmaps and ensure excellent end-user experiences.

You will lead standards for Windows/Microsoft 365 devices, drive continuous improvements with metrics, and support budgeting and hardware refresh planning for the OneDesk area.

Qualifications

• Bachelor's degree or equivalent experience in IT field.
• Significant IT experience including project management and service delivery.
• Experience in global or multi-regional environments with stakeholders.

Responsibilities

• Build and maintain relationships between business stakeholders and EIS across AEMEA.
• Oversee OneDesk services: Service Desk, End User Computing, and Site Support.
• Govern MSP performance and service quality, incl. SLAs and improvements.
• Manage demand intake, prioritization, and governance for initiatives.
• Coordinate delivery of projects and service improvements.
• Define standards for end-user compute tech in Microsoft 365.
• Drive improvements via metrics and user feedback.
• Support budget forecasting and hardware lifecycle planning for OneDesk.
• Collaborate with IOM architects to meet business requirements.

Skills

IT service management

ITIL

Stakeholder management

Budget forecasting

Analytical skills

Problem solving

Provider management

Service metrics

End‑user computing standards

Microsoft 365

Education

Bachelor’s degree in Computer Science or related field

Tools

Intune

Autopilot

Entra ID

Microsoft 365

Power BI

MDM/MAM

Job description

Kao is seeking an IT Service Team Leader to guide AEMEA service desk, end-user computing, and site support in a managed MSP model. You’ll partner with business stakeholders and EIS to shape roadmaps and ensure excellent end-user experiences.

You will lead standards for Windows/Microsoft 365 devices, drive continuous improvements with metrics, and support budgeting and hardware refresh planning for the OneDesk area.