Service Desk Transformation Lead

NuAxis Innovations; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

NuAxis Innovations is seeking a Transition Manager to support a growing service desk transformation, working with the Program Manager, customer stakeholders, and delivery teams to translate a consolidation strategy into actionable plans.

This role requires deep knowledge of service desk operations, transformation, and organizational change management, with the ability to coordinate multiple workstreams while maintaining service continuity and driving measurable outcomes.

Qualifications

• Experience supporting service desk transformations and large-scale operational change.
• Understanding of service desk operating models, staffing, workflows, and knowledge management.
• Experience applying organizational change management to complex transformations.
• Ability to work with senior leaders and cross-functional teams.
• Experience developing integrated plans and executive status reporting.
• Strong facilitation and stakeholder management skills.
• Ability to coordinate multiple workstreams while ensuring continuity.

Responsibilities

• Augment the Program Manager in planning, coordinating, and executing the customer’s service desk consolidation and transformation plan.
• Work closely with customer stakeholders, senior leadership, and delivery teams to translate strategic objectives into practical implementation activities.
• Develop and maintain integrated transformation plans, schedules, milestones, dependencies, risks, actions, and decision logs.
• Coordinate workstreams involving service desk operations, staffing, processes, technology, knowledge, training, communications, and organizational readiness.
• Assess operational readiness and help sequence transformation activities to support growth while protecting continuity and service quality.
• Apply service desk operations knowledge to identify impacts to workflows, support models, escalation paths, performance measures, and workforce requirements.
• Develop and support organizational change management activities, including stakeholder engagement, change impact assessments, communications, training coordination, and adoption planning.
• Facilitate leadership briefings, planning sessions, readiness reviews, working groups, and decision-making forums.
• Track progress, identify barriers, and elevate decisions, resource needs, and risks to the Program Manager and appropriate customer stakeholders.
• Coordinate implementation, cutover, stabilization, and continuous improvement activities across affected teams.
• Prepare concise executive updates, recommendations, and transformation documentation for senior leadership and program stakeholders.
• Capture lessons learned and recommend improvements that strengthen future phases of growth and transformation.

Skills

Service desk ops

Service delivery transformation

Organizational change mgmt

Leadership for senior stakeholders

Integrated planning

Facilitation & communication

Risk & dependencies

Job description

NuAxis Innovations is seeking a Transition Manager to support a growing service desk transformation, working with the Program Manager, customer stakeholders, and delivery teams to translate a consolidation strategy into actionable plans.

This role requires deep knowledge of service desk operations, transformation, and organizational change management, with the ability to coordinate multiple workstreams while maintaining service continuity and driving measurable outcomes.