Service DevOps Lead – Support & Helpdesk Services
About this role
Service DevOps Lead - Support & Helpdesk Services
Do you want to lead and modernize an IT support ecosystem that our employees rely on every day? Join us as a Service DevOps Lead and take ownership of Support & Helpdesk Services, shaping fast, human, and intelligent support across our entire organization. This role owns our entire IT support ecosystem. Service desk, on-site and remote support, self-service, automation, knowledge, and multi-vendor coordination. Your goal is simple. Make help easy to get, fast to resolve, and continuously improving. You will also be a key driver of innovation avia adoption of AI-powered support technologies, automation, and modern support models.
What you'll get to do:
Own the end-to-end Support, Helpdesk and on-site service lifecycle, defining the roadmap and evolving the operating model
Lead service desk, remote support and on-site operations, ensuring reliable and consistent service across locations
Govern multi-vendor support across L1 to L3 and on-site teams, driving seamless collaboration and continuous improvement
Drive automation, shift-left, self-service and AI-enabled capabilities to improve speed, efficiency and user satisfaction
Use service reviews, analytics and performance insights to improve service quality, stability and cost transparency
Coordinate major incidents and communicate clearly with stakeholders
Ensure consistent on-site processes for onboarding, offboarding, troubleshooting, equipment handling and installation, working closely with facilities and workplace teams
Own end-user asset management and lifecycle renewal
Maintain ITIL-aligned processes and ensure security, privacy and audit compliance
Own outsourced support and operational budgets, including forecasting, optimization and vendor negotiations, while staying hands-on when needed
You are a strong match if you have
Strong understanding of IT support models L1 to L3, service desk operations and ITIL processes
Experience managing outsourced or mu