Lead and develop the Help Desk team to deliver timely IT support, manage daily service desk operations, SLAs, and KPIs; oversee endpoint provisioning and lifecycle (Windows, macOS, mobile), cloud productivity platforms (Google Workspace, Microsoft 365), Azure AD/Intune; drive ITSM best practices, automation, documentation, security/ISO27001 alignment, cross-functional incident resolution, and operational reporting to improve service quality and customer satisfaction.