Head of Global Desk Innovations
Zoetis•Parsippany-Troy Hills, NJ
•Hybrid
About The Position
Lead the transformation of Zoetis’ Service Desk into a predictive, AI-driven global support platform. Champion automation, digital empathy, and continuous learning to deliver seamless, modern user experiences. Drive the LIFT program’s innovation agenda, integrating ServiceNow, virtual agents, and analytics for measurable service improvements.
Requirements
- 10+ years in IT service management/support leadership.
- Experience in support transformation, AI ticket deflection, and personalization.
- Strong background in ServiceNow, analytics, and dashboards.
- Vendor management with global/offshore partners.
- Familiarity with identity, access, and endpoint security.
- High emotional intelligence and resilience under pressure.
- Experience leading transformation programs (e.g., LIFT), automation, and virtual agent deployment.
Nice To Haves
- Model servant leadership and empower teams at the edge.
- Operate with time integrity, removing delays and friction.
- Promote digital-first support: chatbots, real-time insights, automation.
- Manage vendors with transparency and shared innovation roadmaps.
- Embed AI/ML to identify trends, user behaviors, and bottlenecks.
- Foster continuous improvement and digital empathy.
Responsibilities
- Strategic and operational leadership of global Service Desk teams and executive support.
- Transition to predictive support using automation, AIOps, and virtual agents.
- Champion customer-centric, digital-first support with human + digital handoffs.
- Align and share knowledge across Cloud, Collaboration, Security, and Workspace teams.
- Oversee knowledge-centered support and shift-left enablement.
- Partner with MSPs and ZICC for 24/7 support, SLA adherence, and engineering excellence.
- Lead disaster recovery and business continuity for IT support.
- Optimize ServiceNow platform, endpoint management, and digital experience monitoring.
- Deploy AI/ML for predictive analytics, ticket routing, and operational insights.
- Drive measurable improvements in ticket deflection and user satisfaction.
Benefits
- healthcare and insurance benefits beginning on day one
- a 401K plan with a match
- profit-sharing contribution from Zoetis
- 4 weeks of vacation
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
