Job Description

Job Title: Service Desk Lead

Location: Cary, NC ( Onsite )

Duration/Term: Long Term Contract



Job Summary:

We are seeking an experienced professional with mandatory expertise in Global Account Management (GAM) to lead our Service Desk and GAM teams . This individual will streamline service operations , oversee end-user support , and standardize best practices across accounts and regions, ensuring an exceptional IT service experience for global clients.

Key Responsibilities:

• Lead and manage Service Desk and Global Account Management teams , aligning with industry best practices .
• Oversee onboarding and integration for M&A entities into enterprise provisioning systems and standards.
• Drive excellence in end-user computing (EUC) support , ensuring user-centric service delivery.
• Establish and maintain SOPs, ticket hygiene practices , and service quality benchmarks.
• Enhance and govern Self-Service Portal functionality and accessibility.
• Collaborate with stakeholders to integrate enterprise tools, identity solutions, and workflow automation .
• Ensure SLA compliance with proactive monitoring of incident, request, and provisioning lifecycles .
• Coach and mentor team members, managing training, staffing, and performance evaluations .
• Standardize GAM and service desk operations across global accounts and regions .
• Facilitate recurring service reviews with stakeholders and clients to promote continuous service improvements.

Key Skills: Global Account Management (GAM), Service Desk Leadership, M&A Onboarding, End-User Computing (EUC), SLA Management, SOP Governance, Self-Service Portal Optimization, Team Development, Cross-Functional Collaboration, Continuous Improvement.

VDart Group , a global leader in technology, product, and talent management, empowers businesses with comprehensive solutions through our four distinct, industry-leading business units With a diverse team of over 4,000 professionals across 13 countries, we deliver strong results across various industries, including Fortune 500 companies

Committed to "People, Purpose, Planet," we prioritize social responsibility and sustainability, as evidenced by our EcoVadis Bronze Medal Certification and participation in the UN Global Compact

Our dedication to delivering strong results has earned us recognition as a trusted advisor for businesses seeking to drive innovation and growth, including many


Fortune 500 companies Join our network! Partner with VDart Group to leverage our global network, industry expertise, and proven track record with a diverse clientele

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