IT Service Center Lead

POD Lead

The POD Lead is responsible for leading a business-aligned Product-Oriented Delivery (POD) IT team within the future LIFT Model. This role owns end-to-end service outcomes for an assigned domain, workstream, or experience area, ensuring work is executed consistently across the service lifecycle, knowledge is maintained, recurring demand is reduced, and employee experience improves over time.

The POD Lead coordinates resources across global delivery center (GDC) locations, reinforces standardized intake and routing practices, and partners with technical, business, and service management stakeholders to shift the organization from ticket-based support to outcome-based service ownership. During the transition, this role helps stabilize current operations, coaches teams toward new ways of working, and prepares processes, metrics, and knowledge practices for effective POD execution.

Outcome Ownership & Business Impact

• Own end-to-end service outcomes for the POD's assigned domain, service area, business segment, or experience portfolio, using SLAs, XLAs, backlog health, MTTR, first-contact resolution, CSAT, and experience signals to monitor performance and drive improvement.
• Identify recurring issues, demand patterns, process gaps, and employee experience friction, translating operational data, service trends, DEX data, and feedback into corrective actions that improve reliability and reduce avoidable work.

Operational Leadership & Global Delivery

• Lead daily execution of the POD, ensuring consistent delivery across global intake, routing, triage, resolution, escalation, and closure practices while driving adherence to ITSM standards.
• Coordinate POD capacity across GDC locations, balancing workload, availability, skill mix, queue health, and service priorities.
• Support transition to the LIFT Model by helping teams adopt global standards, POD ownership behaviors, and outcome-based measures while maintaining operational stability.

Cross-Functional Influence & Service Optimization

• Partner with ServiceNow, DEX, infrastructure, endpoint, application, security, and business stakeholders to improve end-to-end service outcomes.
• Improve service efficiency by reducing unnecessary handoffs, strengthening diagnostics and documentation, and expanding first-contact and first-owner resolution.
• Identify and support automation, self-service, Virtual Agent, workflow improvement, and demand-reduction opportunities through standardization of repeatable work.

Knowledge Management & Continuous Improvement Enablement

• Maintain POD knowledge discipline by ensuring articles, troubleshooting guides, routing logic, known-error records, and resolution patterns are current, usable, and automation-ready.

Leadership, Coaching & Organizational Insight

• Provide functional leadership, coaching, and performance feedback while reinforcing accountability, professionalism, service quality, and continuous improvement.
• Deliver reporting, risk visibility, and actionable insights on POD performance, staffing needs, service quality, and improvement opportunities.
• Other duties as assigned.

Qualifications

• 5+ years of experience in IT support, service desk, service delivery, or end-user technology operations, with 3+ years leading support teams, cross-functional workstreams, or operational improvement efforts
• Experience operating in global delivery models, shared services, or centralized, queue-based support environments with service ownership accountability
• Working knowledge of IT Service Management (ITSM) practices (incident, request, problem, change, asset, and knowledge management) and experience using ServiceNow or similar platforms
• Demonstrated ability to manage service performance, interpret operational data and experience signals, and drive improvements that reduce recurring demand and increase efficiency
• Experience with ticketing systems, queue management, routing, escalation practices, and service reporting in high-volume environments
• Proven ability to collaborate across technical teams, business partners, and vendors while supporting adoption of new processes and ways of working
• Exposure to automation, self-service, Virtual Agent, DEX tools, or AI-enabled support practices preferred
• Experience supporting enterprise end-user environments (e.g., Microsoft technologies, endpoint, access, hardware lifecycle) preferred
• Associate's degree in IT, Business, or related field or equivalent experience (Bachelor's preferred); ITIL certification required (ITIL v4 preferred)

Work Environment:

• Work is performed in a climate-controlled office environment, support workspace, or approved remote setting.
• Regular interaction with employees, vendors, business stakeholders, and technology teams across multiple locations and time zones.
• Moderate noise level typical of office, support, and collaborative work environments.
• Frequent exposure to computer screens, collaboration tools, dashboards, support systems, and technology equipment.

Pay Range: $95,000 - 105,000 per year

We are Equal Opportunity Employer