Senior Incident & Service Desk Transformation Lead

NCBioImpact; Durham (NC); Hybrid; USD 120,000 - 160,000; Full time

Job summary

GSK is seeking a Senior Service Desk Assurance leader to own the assurance and governance of the outsourced Tech Service Desk. You will drive SLAs, XLAs and continuous improvement, while advancing modernization through AI and automation.

The role focuses on end-to-end colleague experience and accountable escalation management across L1–L2, with a strong governance framework and security controls. This US-based, hybrid position requires a track record of leading service-management within large,

Qualifications

• Bachelor’s or Master’s degree in a relevant field, or equivalent experience.
• ITIL v4 certification is required.
• 10+ years in service management or service desk assurance within a large, complex, global organisation.
• Experience governing an outsourced service desk against SLAs, XLAs, and experience metrics while driving continuous improvement.
• Experience designing and refreshing SLAs/XLAs to sustain continuous stretch and improvement.
• Experience running a structured voice-of-the-customer to improvement cycle.
• Experience driving Service Desk modernisation through AI, automation and shift-left initiatives, with demonstrable improvements in adoption, colleague experience and operational performance.
• Experience working with strategic partners and managed service providers while retaining in-house governance.
• Experience owning the end-to-end colleague experience of the Service Desk, including L1 to L2 escalations and accountability for outcomes.

Responsibilities

• Manage the outsourced Tech Service Desk provider to agreed SLAs, XLAs and quality expectations.
• Assure the quality and delivery discipline of the service, driving improvements where performance falls short.
• Own the end-to-end colleague experience of the Service Desk, including L2 escalation accountability.
• Drive the refresh of SLAs, XLAs and measures for continuous stretch and improvement.
• Set, monitor and govern service standards and improvement plans across internal and provider teams.
• Use voice-of-the-customer data (CSAT, XLAs) to shape service changes.
• Define and govern service standards, quality expectations and audit-ready governance artefacts.
• Drive Service Desk modernisation with AI & automation; translate opportunities into a prioritised roadmap.
• Ensure AI and automation are used with security, compliance and change control.

Skills

Audits

Automation Technology

Business Continuity Management

Data Analysis

Disaster Recovery

Incident Analysis

Log Analysis

Metrics Management

Network Performance Management

Performance Monitoring

Quality Assurance

Reliability Engineering

Security Controls

Security Incident Response

Service Audit

Education

Bachelor’s or Master’s degree in Computer Science/ IT or related field

Job description

GSK is seeking a Senior Service Desk Assurance leader to own the assurance and governance of the outsourced Tech Service Desk. You will drive SLAs, XLAs and continuous improvement, while advancing modernization through AI and automation.

The role focuses on end-to-end colleague experience and accountable escalation management across L1–L2, with a strong governance framework and security controls. This US-based, hybrid position requires a track record of leading service-management within large,