ServiceDesk Consultant

Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

Job Description

Meet Our Team:

• Join a high-performing Service Desk team that delivers critical IT support across infrastructure, applications, and end-user technologies.
• Collaborate closely with Infrastructure, Security, Application Support, and Business Operations teams to ensure seamless service delivery.
• Mentor and support Service Desk Associates and Consultants while helping drive a culture of accountability, continuous learning, and customer excellence.
• Play a key leadership role in major incidents, service improvements, digital transformation initiatives, and business-critical projects.

What You'll Be Doing:

• Act as the senior escalation point for complex and high-impact incidents, driving root cause analysis, problem management, and permanent resolutions.
• Lead Service Desk operations through KPI/SLA reporting, process optimization, knowledge management, vendor coordination, and continuous service improvement initiatives.
• Provide leadership through coaching, training, performance feedback, resource planning, scheduling support, and quality assurance reviews.
• Partner with cross-functional teams on incident response, change management, disaster recovery, security events, automation, and service delivery enhancements.
• Evaluate and implement new technologies, self-service tools, and automation solutions to improve operational efficiency and customer experience.

What You Bring to the Team:

• 5+ years of progressive IT support experience with leadership, mentoring, or senior-level Service Desk responsibilities.
• Strong expertise supporting enterprise Windows/Mac environments, Active Directory/Azure AD, networking, cloud productivity platforms, and IT service management processes.
• Proven experience managing incident and problem management activities, service improvement initiatives, KPI/SLA reporting, and stakeholder communications.
• Excellent leadership, coaching, communication, vendor management, and cross-functional collaboration skills with the ability to perform under pressure.
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

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About Us

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.