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NFP, an Aon company logo
NFP, an Aon company

Helping you and your business solve problems and overcome insurance, employee benefits and financial challenges.

VP, Service Desk

Vice PresidentVice PresidentFull TimeRemoteLeadTeam 5,001-10,000H1B No SponsorCompany SiteLinkedIn

Location

California + 4 moreAll locations: California | Florida | Illinois | New York | Texas

Posted

85 days ago

Salary

$177K - $221K / year

Seniority

Lead

Bachelor Degree12 yrs expEnglishITSM

Job Description

VP, Service Desk

NFP, an Aon company

• Lead the enterprise Service Desk function, delivering a consistent, high-quality, employee-first support experience. • Define and execute a modern Service Desk strategy leveraging AI, automation, and self-service capabilities. • Establish clear SLAs, KPIs, and executive-level reporting for service performance, user satisfaction, and operational health. • Partner closely with Infrastructure, Cybersecurity, Applications, HR, and Business leaders to ensure seamless service delivery. • Own incident response coordination for end-user-impacting events and drive root cause elimination. • Lead Service Desk components of carve-out activities, integrations, and future M&A. • Build, mentor, and retain a high-performing Service Desk leadership and engineering team.

Job Requirements

  • 12+ years of IT Service Desk / End User Support leadership experience including Director or VP-level roles.
  • Proven experience running enterprise-scale Service Desk operations in regulated environments.
  • Deep knowledge of ITSM frameworks (ITIL) and modern Service Desk platforms.
  • Demonstrated success driving automation, self-service, and AI-enabled support models.
  • Strong vendor management, financial discipline, and executive communication skills.
  • Hands-on, credible leader who can operate at both strategic and operational levels.
  • Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience).

Benefits

  • competitive salary
  • PTO & paid holidays
  • 401(k) with match

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