Senior Service Desk Manager - Global Automation Leader

Orion; Lehi (UT); On-site; USD 83,000 - 127,000; Full time

Job summary

Orion is seeking a Senior Manager, Service Desk to lead strategy, operations, and the team experience across domestic and international locations. You will own the service desk lifecycle, automation, and standards while collaborating with IT and business partners to enable secure, reliable support.

This role drives metrics, agility, and continuous improvement through data-driven decisions. You will mentor and grow leaders, manage onboarding/offboarding, licensing, and asset management, and

Qualifications

• Bachelor’s degree preferred in MIS, CS, or related field.
• Extensive experience in service desk operations and endpoint management.
• Proven leadership of geographically distributed teams.

Responsibilities

• Lead service desk strategy, operations, and team member experience across locations.
• Oversee ticketing systems, endpoint management, and asset lifecycle processes.
• Define performance metrics and drive continuous improvement with AI/automation.
• Coach and develop leaders, manage hiring, performance, and change.
• Collaborate with cross-functional partners to align with business goals.
• Ensure security, privacy, and regulatory compliance in all activities.

Skills

Conflict Resolution

Cross-Functional Collaboration

Decision Making

IT Security

Management Reporting

Performance Management

Project Management

Risk Management

Strategic Thinking

Technical Proficiency

Ticket Management

Education

Bachelor’s degree

Tools

Jira Service Management

Confluence

Microsoft Entra ID

Intune

PowerShell

Windows Autopilot

Microsoft 365

Job description

Orion is seeking a Senior Manager, Service Desk to lead strategy, operations, and the team experience across domestic and international locations. You will own the service desk lifecycle, automation, and standards while collaborating with IT and business partners to enable secure, reliable support.

This role drives metrics, agility, and continuous improvement through data-driven decisions. You will mentor and grow leaders, manage onboarding/offboarding, licensing, and asset management, and