Manage Service Desk and endpoint services, lead support staff, ensure SLA-driven incident resolution, drive automation and continual improvement, enforce compliance (GxP, FDA, ISO 27001), manage vendors, and support infrastructure and security projects to improve user experience and operational readiness.

Assists with IT operations on cruise ships, focusing on guest-related technology. Responsibilities include troubleshooting, installation, and first-level support for IT equipment.

Lead and supervise the Canadian Service Desk team, manage day-to-day operations and escalations, ensure ITIL-based incident/request/change processes, monitor SLAs and metrics, drive process improvement, provide Tier 2 application support, coordinate with Infrastructure/Application Support/vendors, and maintain service desk tools and documentation.