Company
Technology
Director,ServiceDesk
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“Director, Service Desk. Skills: Service desk strategy, Client support operations, ITSM best practices, Service delivery innovation. Define service desk strategy. Execute service desk strategy”
What You'll Achieve.
Maintain high-quality client experience; Impact client satisfaction; Impact client retention; Impact business expansion
Industry & Context.
Proactive issue management
What They're Looking For.
Must Have
8–12+ years of experience in IT service desk, IT support, or managed services operations, Proven experience building or transforming service desk functions, Understanding of ITSM frameworks, Understanding of ITIL best practices, Experience designing SLA/XLA models, Experience designing escalation paths, Experience designing tiered support structures, Background in MSP or multi-client environments, Hands-on experience with ITSM platforms, Understanding of service delivery metrics, Bachelor’s degree
Nice to Have
Additional certifications in ITIL or related disciplines are an asset
What You'll Do.
Define service desk strategy
Execute service desk strategy
Build service desk operating model
Evolve service desk operating model
Establish service delivery frameworks
Design tiered support models
Implement client-specific service personalization
Own client support operations
Manage incident resolution
Manage request resolution
Manage escalation resolution
Develop workforce models
Develop escalation paths
Develop automation strategies
Partner with Client Success teams
Partner with Delivery teams
Partner with Account teams
Drive operational excellence
Lead innovation in service delivery
How You'll Work.
Team & Collaboration
Client Success; Delivery teams; Account teams; Cross-functional leadership
Communication Scope
Stakeholder management; Influence across functions
Full Job Description
## Accountabilities Define and execute a differentiated, high-touch service desk strategy focused on client experience, business outcomes, and value creation rather than transactional support. Build and evolve the service desk operating model from a federated structure to a scalable, client-aligned organization with clear ownership and accountability. Establish service delivery frameworks including intake channels, SOPs, playbooks, runbooks, and knowledge-centered service (KCS) practices. Design tiered support models (standard, premium, concierge) and implement client-specific service personalization strategies. Own end-to-end client support operations, including incident, request, escalation, and resolution management with strong SLA and XLA governance. Develop workforce models, escalation paths, and automation strategies to balance efficiency with high-touch service delivery. Partner with Client Success, Delivery, and Account teams to ensure seamless service experience and continuous improvement. Drive operational excellence through ITSM best practices, reporting dashboards, and proactive issue management. Lead innovation in service delivery using AI, automation, and predictive support capabilities. Requirements: The ideal candidate is a seasoned service operations leader with deep experience building, scaling, or transforming service desk or managed services functions in complex, client-facing environments. You bring strong ITSM expertise, operational discipline, and a passion for delivering exceptional customer experiences at scale. 8–12+ years of experience in IT service desk, IT support, or managed services operations. Proven experience building or transforming service desk functions (0→1 or large-scale redesign). Strong understanding of ITSM frameworks (Incident, Request, Problem, Change Management) and ITIL best practices. Experience designing SLA/XLA models, escalation paths, and tiered support structures (L0–L3). Background in MSP or multi-client environme
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