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. External users do not have access to internal systems, so the KC operates publicly accessible channels (dedicated toll-free phone, support email, public web form, and an AI-powered public chatbot), creates tickets on users' behalf, and runs an email-based Customer-Confirmed Ticket Closure process.