Develop and execute the IT service desk strategy to support organizational objectives. Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality IT support delivery. Collaborate with senior IT leadership to align service desk operations with broader IT and business strategies. Lead, mentor, and develop a Managed Service Provider for the service desk, fostering a culture of excellence and collaboration. Define team roles and responsibilities, ensuring adequate staffing and skill development. Drive employee engagement and retention through effective communication, recognition, and professional growth opportunities. Oversee day-to-day service desk operations, ensuring timely and efficient resolution of incidents, requests, and problems. Continuously evaluate and improve service desk workflows, tools, and technologies to optimize efficiency and user satisfaction. Ensure compliance with ITIL practices, change management processes, an...