Role Overview:

The Senior Manager, Desktop Infrastructure, will play a crucial role in enhancing the effectiveness and efficiency of the service desk (SD) and desktop engineering (DE) operations, including the strategic oversight and operational management of third-party vendors delivering these services. This position is focused on establishing strong process governance (both internally and with vendors), driving process optimization, and leading projects aimed at improving operational performance to meet all service targets. Additionally, the role involves improving the customer service journey by ensuring that processes, interactions, and vendor performance across all touchpoints deliver a seamless, efficient, and high-quality experience for endusers.

Key Responsibilities: