Description

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.

Qualifications

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

Unsolicited Contact

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.

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Service Desk Digital Enablement Lead