Help desks have become one of the most attractive entry points for attackers, with social engineering and identity impersonation increasingly bypassing even mature security controls. As AI makes fraudulent communications more convincing and identity attacks more scalable, CISOs must rethink how organizations balance user experience, operational efficiency, and trust. This executive panel will explore the strategic role of identity verification, process design, cross-functional governance, and employee education in reducing help desk risk without creating unnecessary friction. Attendees will gain insights into how security leaders are partnering with IT, HR, and business leadership to build resilient identity operations that can withstand the next generation of social engineering attacks.