About this role
Serves as the highest level of technical escalation within the service desk, responsible for resolving complex issues, driving root cause analysis, and leading continuous improvement across IT support operations. Act as the primary escalation point for complex, high-impact, or recurring technical issues. Perform root cause analysis and implement long-term solutions to prevent recurrence. Lead problem management efforts, identifying trends and addressing systemic issues. Partner with infrastructure, security, and application teams to resolve cross-functional challenges. Design and implement automation and process improvements to improve service desk efficiency. Analyze service desk metrics and trends to proactively improve performance and user experience. Establish and maintain documentation standards and knowledge management practices. Support planning, testing, and deployment of new systems and tools. Serve as a technical advisor on endpoint management, device standards, and support strategy. Coordinate with vendors on advanced technical issues and escalations. Provide advanced mentorship and technical leadership to team members. Participate in major incident response and resolution as needed. Ensure compliance with quality systems, security standards, and regulatory requirements.