Vice President, Service Desk.TECH - TOPS - End - User Services.MIT

About the Role
Lead and transform the Service Desk and User Profile Administration (UPA) functions, providing end-to-end accountability for colleague technology support, digital workplace services, user access management, and access governance across the organization. Drive service excellence, automation, operational resilience, and regulatory compliance while enhancing employee experience through modern support models, AI-driven capabilities, and secure access management practices.

Responsibilities

• Provide strategic leadership across Service Desk, End User Computing, Collaboration Platforms, Executive Support, and User Access Administration.
• Ensure efficient service delivery, strong governance, audit readiness, and continuous improvement aligned to the organization's digital transformation and operational excellence objectives.
• Continuously assess and enhance the user support experience while leveraging automation and innovative technologies.
• Develop and implement best practices for user access management and governance to ensure regulatory compliance.
• Foster collaboration across teams to streamline processes and improve service offerings.

Requirements

• Proven leadership experience in service desk management, user profile administration, or a related field.
• Strong understanding of technology support and digital workplace services.
• Experience with access management and governance frameworks.
• Ability to drive operational excellence and service transformation initiatives.
• Excellent communication, collaboration, and people management skills.

Benefits

• Opportunity to lead a dynamic team and influence strategic technology initiatives.
• Engage in a culture of innovation and continuous improvement.
• Competitive salary and comprehensive benefits package.
• Support for professional development and career growth.
• Flexible working arrangements to promote work-life balance.