This role is accountable for the reliability, security, scalability, and cost-effectiveness of end-user support; server, identity, collaboration, backup, and storage platforms across on-premises, Azure, and AWS environments; and the hybrid network that connects offices, retail locations, warehouse facilities, cloud environments, and remote users. Oversee Service Desk and Field Support operations through the Service Desk Director, including field services across offices, retail locations, and warehouse facilities, and set expectations for service levels, escalation paths, staffing and coverage models, and self-service and knowledge-management practices.