Service Desk Transformation Lead

Soni; Plymouth Meeting (PA); On-site; USD 120,000 - 150,000; Full time

Job summary

A leading tech consultancy is looking for a Service Desk Transformation Lead in Plymouth Meeting, PA. This role involves redesigning end-user support and implementing modern IT practices without relying solely on ServiceNow. The ideal candidate will have over 10 years in End User Computing and experience in transforming service functions. Responsibilities include establishing KPIs, mentoring teams, and ensuring alignment with security practices. This position promotes a modern workplace approach and offers a chance to significantly impact customer support and employee experience.

Qualifications

• Experience transforming Service Desk functions.
• Hands-on expertise with zero-touch provisioning.
• Strong background in mentoring and training.

Responsibilities

• Lead end-to-end redesign of Service Desk.
• Architect and implement modern Employee Success Center.
• Define and track Service Desk KPIs.

Skills

End User Computing

Service Desk Leadership

Technical Mentoring

Microsoft 365

Azure Virtual Desktop

Education

10+ years in IT leadership roles

Tools

Microsoft Intune

SolarWinds ITSM

Job description

Role Overview

Our client is seeking a Service Desk Transformation Lead / Senior End User Computing Engineer to architect, modernize, and elevate the end-user support experience across the organization.

This role sits at the intersection of hands-on engineering, technical leadership, and service transformation. You will not be a people manager, but you will be the technical authority and mentor, setting standards, designing solutions, and bringing the Service Desk and Deskside teams along through coaching and example.

The core challenge to solve:

Today’s tools and processes (SolarWinds-based ITSM) are functional but not delivering a modern, user-centric experience. This role will redesign how employees experience IT—without a rip-and-replace to ServiceNow.

What You’ll Own

Service Desk & Employee Experience Transformation

• Lead the end-to-end redesign of Service Desk and Deskside Support, prioritizing employee experience over rigid process.
• Architect and implement a modern Employee Success Center using existing and complementary tooling (SolarWinds-based today).
• Establish modern ITSM practices across incident, request, problem, and change—right-sized and pragmatic.
• Define, track, and communicate Service Desk KPIs (response time, resolution time, CSAT, trends).
• Build and mature a Voice of the Customer feedback loop to continuously improve service quality.
• Serve as the technical and operational leader, mentoring technicians and enabling a train-the-trainer model.

Modern Workplace & Endpoint Architecture

• Architect and implement zero-touch provisioning using Microsoft Intune and Autopilot.
• Translate architectural designs into clear technical requirements and hands-on implementations.
• Clean up, right-size, and optimize the Intune environment.
• Maintain and modernize Entra ID (Azure AD), DNS, and identity integrations.
• Own MDM/MAM strategy and execution.
• Proactively reduce incidents through endpoint standardization, automation, and lifecycle management.

Collaboration, Productivity & End-User Tools

• Lead modernization of collaboration tooling across Microsoft 365.
• Support and improve Teams-based collaboration and meeting experiences.
• Partner with stakeholders to drive adoption of modern workplace tools.
• Automate employee onboarding and offboarding workflows.
• Build, support, and automate Azure Virtual Desktop (AVD) environments where appropriate.
• Develop and maintain an internal application catalog / app store.

Security by Design

• Embed security into all EUC and Service Desk solutions.
• Partner with security teams to align endpoint protection, Zero Trust access, and identity controls.
• Support endpoint security tooling and Microsoft security platforms.
• Balance usability with risk reduction.

What This Role Is (and Is Not)

• Hands-on technical lead
• Architect and transformation driver
• Mentor and capability builder
• Not a traditional people manager
• Not a ticket-queue firefighter
• Not a ServiceNow implementation role

Must-Have Experience

• 10+ years in End User Computing, Modern Workplace, and/or Service Desk leadership roles.
• Proven experience transforming a Service Desk or EUC function (not just operating one).
• Deep hands-on expertise with:
• Zero-touch provisioning implementations
• Experience building or rebuilding Service Desk and Deskside Support teams.
• Strong mentoring background; able to train the trainer and elevate team capability.
• Modern mindset for end-user services and employee experience.

Technical Skillset

• Microsoft 365, Teams
• Endpoint security and automation
• ITSM platforms (SolarWinds today; openness to complementary tools)
• Endpoint and identity security concepts (Zero Trust familiarity)
• Clear, honest, and open communicator.
• Able to translate technical architecture into plain language.
• Pragmatic and outcome-focused: effective first, efficient second.
• Comfortable influencing without authority.
• Thrives in ambiguity and transformation environments.

Why This Role Is Compelling

This is a rare opportunity to own the modernization of end-user services end-to-end, shape the employee experience, and leave behind a scalable, modern support model—without being buried in bureaucracy or boxed into a single toolset.