Manage 24x7 IT service desk operations, including staffing, scheduling, and shift coverage, while leading, mentoring, and training staff to ensure continuous service and a high-performing team. In this role, you will work collaboratively in a 24/7 operational team to efficiently triage, categorize, and resolve Tier 0–2 incidents and requests, supporting IT infrastructure and mission-critical applications with thorough problem identification and follow-up.