Supervises first- and second-tier IT help desk operations, staff, ticket queues, escalations, and service-level performance. Oversees end-user technology, onboarding and offboarding, endpoint management, hardware and software inventories, vendors, telecommunications, security practices, and compliance. The role develops procedures, improves IT service management processes, coaches technicians, coordinates complex incidents, and partners with infrastructure, network, security, applications, and business teams.