Senior Manager, Employee Technology Service Desk Job Description We are seeking a highly experienced Senior Manager to lead our Employee Technology Service Desk team. This is an exciting opportunity for a seasoned professional to take on a leadership role and drive operational excellence in delivering world-class digital support experiences. - The ideal candidate will have 8+ years of relevant IT service delivery experience, including 5+ years in a leadership role managing large, distributed teams and complex Service Desk environments. - A Bachelor's degree in computer science, Information Technology, or a related field is required. In this role, you will be responsible for overseeing the day-to-day operations of the Service Desk, ensuring timely and effective resolution of incidents and service requests. You will leverage performance reporting to identify trends, implement corrective actions, and drive continuous improvements in service quality and efficiency. Required Skills and Qualifications - Strong understanding of BNS standards and methodology. - Excellent written and verbal communication skills, with experience leading client presentations and maintaining ongoing communication. - Working understanding of Microsoft technologies (Windows 10/11, Office 365, Exchange, Teams), Mac OS, mobile platforms (iOS/Android), and remote support tools (e.g., Bomgar). - Proficiency in Active Directory, basic network management (TCP/IP, DNS, DHCP), and endpoint management. - Strong knowledge of the ITIL framework and hands-on experience with enterprise ITSM platforms e.g. Service Now. - Familiarity with remote support tools e.g. Beyond Trust - Strong analytical skills and a data-driven approach to decision-making. - Bilingualism (English/Spanish) is mandatory. Benefits - This is a full-time position, offering a competitive salary and benefits package. - You will have the opportunity to work with a diverse team of professionals and contribute to the growth and development of the organization. Others Please note that only candidates who meet the minimum requirements will be contacted for further consideration.