Responsibilities: Assists in overseeing total management of the Service Center including Service Desk, Desktop Support, incident/service request management, ticket escalation, communications, notifications, and knowledge management to ensure 24/7/365 operational continuity for 40,000+ users across 350+ worldwide facilities. Supports Tier 0, Tier I, and Tier II support operations through the Consular Affairs Service Desk (CASD) utilizing modernized incident management tools to track, prioritize, escalate, and resolve incidents, problems, and service requests via multiple channels (email, phone, chat, walk-in, automated reporting).