Senior IT Help Desk Leader – Remote

American Bath Group; United States; Remoto; USD 120.000 - 170.000; Tempo pieno

Descrizione del lavoro

American Bath Group is seeking a Senior Manager, IT Help Desk to unite and elevate its enterprise technology support. You will build a scalable, customer-first IT support organization across geographically distributed locations, shaping processes, leadership, and service practices for consistent performance.

The role focuses on improving onboarding/offboarding, establishing governance, and delivering measurable improvements in employee support experiences across the U.S. and Canada.

Competenze

• Proven experience leading IT help desk operations across multiple locations.
• Strong capability to design scalable service processes, workflows, and governance.
• Demonstrated focus on customer-service accountability and stakeholder engagement.
• Hands-on leadership with automation and knowledge management initiatives.
• Experience with ITIL practices is beneficial.

Mansioni

• Lead a geographically distributed IT help desk and develop leadership structures.
• Redesign onboarding and offboarding IT components in partnership with HR and tech teams.
• Establish service-management routines, clear accountability, and performance measures.
• Drive proactive improvements through knowledge sharing and self-service.
• Ensure adoption and ongoing measurement of new processes.

Descrizione del lavoro

American Bath Group is seeking a Senior Manager, IT Help Desk to unite and elevate its enterprise technology support. You will build a scalable, customer-first IT support organization across geographically distributed locations, shaping processes, leadership, and service practices for consistent performance.

The role focuses on improving onboarding/offboarding, establishing governance, and delivering measurable improvements in employee support experiences across the U.S. and Canada.