Service Desk Digital Enablement Lead

Daily Activities

• Coordinate daily Service Desk operations, workload distribution, and resource coverage.
• Monitor service levels, KPIs, quality, and customer satisfaction.
• Provide coaching, guidance, and knowledge sharing to Service Desk analysts.
• Support adoption and effective use of AI-enabled tools such as Moveworks Flash AI.
• Monitor AI, self-service, knowledge, automation, and ticket deflection trends.
• Identify operational and digital support improvement opportunities.
• Promote knowledge-sharing and consistent use of Service Desk processes.
• Support rollout, training, and adoption of new digital support capabilities.
• Collaborate with Service Desk leadership and technology teams on improvement initiatives.
• Escalate operational issues and risks as appropriate

Business Value

• Improves Service Desk operational performance and service quality.
• Increases adoption and value of AI, automation, and self-service capabilities.
• Improves employee experience through more efficient and consistent support.
• Reduces avoidable Service Desk workload through knowledge and automation.
• Enables data-driven continuous improvement.
• Strengthens team capability and readiness for digital transformation.

The Role

• Lead and coordinate day-to-day Service Desk activities and team performance.
• Support achievement of service levels, KPIs, quality, and customer satisfaction targets.
• Coach team members and promote knowledge sharing and best practices.
• Drive adoption of AI-enabled support, self-service, automation, and knowledge management.
• Monitor digital support adoption, usage, ticket deflection, and service trends.
• Support implementation and rollout of new digital support capabilities.
• Promote governance, quality, and knowledge management standards.
• Analyze operational and AI trends to identify improvement opportunities.
• Contribute to continuous improvement and Service Desk modernization initiatives.
• Support change, communication, and training activities across the team.

The Requirements

• Proven experience leading or coordinating Service Desk, IT Support, Customer Support, or IT Operations teams.
• Working knowledge of ITIL and IT Service Management practices.
• Experience managing service levels, KPIs, customer satisfaction, and team performance.
• Experience supporting service or process improvement initiatives.
• Exposure to AI-enabled support, automation, knowledge management, or digital workplace technologies.
• Strong interest in emerging technologies and their practical application to Service Desk operations.
• Strong communication, coaching, collaboration, and stakeholder management skills.
• Ability to lead teams through process, technology, and operational change.
• Strong analytical and problem-solving skills.
• Ability to translate operational data and trends into practical improvement actions.

WTW is an Equal Opportunity Employer