Department: Information Technology
Location: Remote
Description
This role leads and strengthens global service desk operations while supporting ongoing IT transformation initiatives, including automation, system migration, and AI-driven improvements. The position plays a critical role in maintaining high-quality support for global users while ensuring the team evolves alongside advancing technology and business needs. By balancing operational excellence with continuous development of team members, this role contributes directly to organizational efficiency, user satisfaction, and long-term transformation objectives.
A Typical Day In The Life Includes
- Leading global service desk operations to deliver consistent, high-quality user support
- Managing and developing a team of 8–10 direct reports while ensuring performance and growth
- Driving IT transformation initiatives including automation, system migration, and AI adoption
- Balancing operational demands with team upskilling, training, and development needs
- Collaborating with cross-functional IT teams to resolve technical, security, and infrastructure issues
- Overseeing service requests and escalations related to hardware, software, access, and system support
- Supporting continuous improvement efforts to enhance efficiency and user experience across IT services
Basic Qualifications
- Minimum of 3 years of experience within global service desk or IT operations environments
- Demonstrated experience managing or leading teams within an IT or service desk function
- Experience supporting IT infrastructure, systems, and user-facing technical services
- Experience handling operational responsibilities including incident management and service delivery
- Availability to work rotational or night shift schedule aligned with North America hours
- Ability to manage multiple responsibilities across operations and transformation initiatives
Preferred Qualifications
- Experience with IT transformation initiatives such as automation or AI-related projects
- Experience working within global or multi-regional IT support environments
- Exposure to asset management, system access provisioning, and software license management
- Experience collaborating with IT security, infrastructure, and other technical teams
- Internal experience within a service desk organization or familiarity with similar operational structures
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
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