Provide strategic direction and day-to-day leadership for all customer-facing IT service delivery, including the internal IT Service Desk (Tiers 0 and I, core and extended hours), the external Knowledge Center, Tier II and specialized support, desktop and field support, printer management, mobile device management, and end-user hardware/software lifecycle management. The Manager provides unified leadership over Service Desk operations (Tiers 0 through II), the external Knowledge Center, Desktop Engineering and field support, lifecycle management of end-user hardware and software, and the physical communications infrastructure including printer, mobile, and telecom equipment.