Post-Merger Service Desk Operating Design
Description You're joining Arrivia as Director, IT Service Desk & End-User Support, reporting to the EVP of IT & Security. Arrivia is a merger of three travel-loyalty brands — ICE, SOR Technology, and WMPH Vacations — supporting roughly…
Create a free account to upload your work. Your progress saves as a draft until you submit.
What You'll Be Doing
Description
You're joining Arrivia as Director, IT Service Desk & End-User Support, reporting to the EVP of IT & Security. Arrivia is a merger of three travel-loyalty brands — ICE, SOR Technology, and WMPH Vacations — supporting roughly 2,000 employees across all three.
The problem you've been handed:
Each of the three brands ran its own Tier-1 support motion before the merger. First-contact resolution is currently uneven — strong on ICE's legacy queue, weak on the other two — and median time-to-resolution is well above the ≤4-business-hour target leadership wants. Ticket deflection through self-service sits under 10%, far short of the ≥30% target. Endpoint patch compliance is inconsistent across the three brands' device fleets, and nobody has a clean picture of which devices are past end-of-life. New hires from all three legacy brands report inconsistent Day-1 device readiness. The team is currently 20 people and approved to grow to 24.
Leadership wants a Service Desk & End-User Support Operating Design — not a slide deck of buzzwords — that a fellow engineering leader, an HR/People-ops partner, and the CIO could each act on.
Constraints to Consider
- You cannot request new ITSM platform spend, new endpoint-management tooling, or headcount beyond the approved 20→24 plan. Design within the team and toolset described — this is a constraint on operating-model design, not an invitation to ask for more budget.
- You do not own Identity's Access Control and Authentication systems. Your team executes Tier-1 password/MFA resets and enrollment; you do not redesign authentication policy or own passwordless/passkey architecture decisions.
- You do not own Problem Management or Change Enablement. Change & Configuration Management owns those. Your scope is feeding incident and ticket-trend data into them — not designing their process.
- You do not own the end-user-endpoint patching platform. Infrastructure & Cloud owns that. Your scope is end-user-endpoint patch/EOL compliance and coordination — not rebuilding their tooling.
- You own this in production. Whatever operating model you propose, your team lives with it — including the week a self-healing remediation misfires and reboots devices mid-workday, or a Day-1 cohort shows up to unready laptops. Design and document accordingly.
AI Usage Guidance
We expect you to use AI tools. We evaluate how you use them — not whether you use them. Evidence of iteration, redirection, and critical evaluation scores higher than a polished output with no process documentation.
The single highest-signal indicator: your video answer to the mandatory AI question. If you cannot name a specific moment where you redirected AI output, evaluators will assume you did not.
Mandatory AI question for your video: Walk me through one moment where you disagreed with, pushed back on, or redirected what the AI gave you — and what you did instead. Name the specific moment. Explain what the AI produced that didn't meet the bar, what you did differently, and why.
Speak naturally and conversationally — as if you're briefing your CIO directly. Strategic clarity and CIO-peer tone matter. We don't assess verbal polish, accent, or filler words.
Submission: Upload each deliverable as a separate file directly on the Provn platform: your Operating Design document, your README document (Sections A, B, and C), and your video walkthrough (MP4 or MOV).
What You'll Accomplish
Design a Tier-1/Tier-2 service desk practice with a concrete escalation and staffing model tied to specific FCR and time-to-resolution targets — not a generic ITIL recitation
Design an end-user endpoint lifecycle (imaging, MDM, patch/EOL compliance) scoped correctly against an adjacent team's platform ownership
Design a knowledge/deflection program and at least one concrete DEX self-healing or JML automation mechanism tied to a stated metric
Correctly scope service-desk leadership work against adjacent functions (Identity, Change & Configuration, Infrastructure & Cloud) without overreaching into their territory
Show people-leadership and production-ownership judgment appropriate to a Director operating under general direction with a 20→24-person team
Communicate an operations design in a way an engineering peer, an HR/People-ops partner, and a CIO can each act on
How Your Work Will Be Scored
What to Submit
File 1 — Service Desk & End-User Support Operating Design
Format: .pdf, .doc, .docx, .rtf, .txt, .md
A written design document covering the Tier-1/Tier-2 escalation and staffing model, endpoint lifecycle/patch-EOL approach, and knowledge/deflection/DEX/JML-automation plan described above. Not a slide deck; a document a peer engineering leader, an HR/People-ops partner, and the CIO could each act on.
Sign in to upload files
File 2 — README Document
Format: .pdf, .doc, .docx, .rtf, .txt, .md
Three required sections: Section A — Written analysis (300–500 words): Your diagnosis of the current-state problem, your recommended operating model, the trade-offs you considered, and the biggest risk in your design. Section B — First-90-Days Plan & Incident Runbook: A 30/60/90-style rollout plan for your operating model, plus a short incident runbook for one specific failure mode of your own design (e.g., a self-healing remediation false-positive, a Day-1 device-readiness miss for a new-hire cohort, or a deflection mechanism that starts mis-routing tickets). State what you'd do in the first hour, who you'd loop in, and how you'd know it was resolved. Section C — AI Usage Log (Mandatory): This is not a trick. We want to see how you work with AI — not whether you used it. In a short section of your README, document your AI collaboration process. For each significant interaction with an AI tool, briefly note: what you asked the AI to help with / what it gave you / what you kept, changed, or rejected — and why. Three interactions documented is sufficient.
Sign in to upload files
File 3 — Video Walkthrough (8–10 minutes)
Format: .mp4, .mov, .webm
Record as MP4 or MOV and upload directly on the Provn platform as a separate file. Cover: (1) a 60-second summary of the current-state problem and your recommended operating model, (2) a walkthrough of your Operating Design document and the decisions behind it, (3) your Section B first-90-days plan and incident runbook, (4) the mandatory AI question (see AI Usage Guidance above), (5) what you'd do differently with more time. Speak naturally and conversationally — as if you're briefing your CIO directly. Strategic clarity and CIO-peer tone matter; we don't assess verbal polish, accent, or filler words.
Sign in to upload files
Create a free account to upload your work. Your progress saves as a draft until you submit.
On this page