Senior Manager/Director, IT Enterprise Service Desk

Overview:

A transformational technology leader is sought to design and implement a world-class, enterprise-wide Unified Service Desk (USD). The Director of Enterprise Service Desk (Transformation) will oversee the creation and rollout of a unified service delivery model that functions as the single point of contact for all technology-related requests across a large, multi-site organization.

This role will drive the modernization of IT support services using best-in-class frameworks such as ITSM, SIAM, and ESM, while integrating emerging innovations in automation, AI, and user-centric support. A strong focus on employee experience, proactive service, and enterprise alignment is essential for success.

Responsibilities:

Key Responsibilities:

Strategic Leadership

Enterprise Integration

Operational Excellence

Technology & Innovation

People & Culture

Qualifications:

Qualifications:

Required

Preferred

Working Conditions:

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.

EEO Statement:

Suffolk provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, pregnancy or maternity, national origin, citizenship, genetic information, disability, protected veteran, gender identity, age or any other status protected by law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Suffolk will not tolerate any unlawful discrimination toward, or harassment of, applicants or employees by anyone at Suffolk, or anyone working on behalf of Suffolk.