Director, Service Desk Operations

Role Overview

Director, Service Desk Operations – senior leadership responsible for strategic direction, operational accountability, and continuous evolution of the enterprise Service Desk and broader IT Service Management (ITSM) capability.

• Strategic Leadership & Business Alignment – Define and execute the enterprise Service Desk and ITSM strategy in alignment with IT and business objectives.
• Service Now Platform Strategy & Expansion – Own the strategic roadmap for Service Now adoption across the enterprise; drive platform expansion beyond ITSM.
• Operational Accountability – Maintain overall accountability for Service Desk performance, service quality, and SLA adherence; establish governance frameworks and conduct periodic operational reviews.
• ITSM Process Ownership & Maturity – Own and drive maturity across ITSM processes:
  Incident Management, Problem Management, Change Management (CAB leadership), Service Request fulfillment.
• Metrics, Reporting & Executive Communication – Define, own, and evolve the Service Desk KPI/SLA framework; build and deliver executive‑level reporting.
• Stakeholder Engagement & Executive Support – Serve as the primary IT Service Desk point of contact for business units and senior leadership; oversee white‑glove support escalation protocols for executive and VIP users.
• Team Development & Organizational Design – Lead, mentor, and develop direct reports; define organizational structure, role clarity, and career pathing within the Service Desk function.
• Vendor, Technology & Budget Management – Oversee vendor and contractor relationships, technology investments, and budget planning; manage lifecycle of end‑user devices and software licensing.
• Innovation & Continuous Improvement – Champion process improvement and automation initiatives; evaluate emerging technologies, AI‑driven support capabilities, and self‑service models to improve service quality, efficiency, and user experience.
• Other Projects – Complete other projects and duties as assigned.

• Recruit, interview, select, and hire a talented and diverse group of high‑performing team members.
• Provide oversight and direction to team members in accordance with the organization’s policies and procedures.
• Coach, mentor, and develop team members, including overseeing onboarding and career development.
• Empower team members to take ownership of their job and goals.
• Delegate responsibilities as needed and provide routine constructive feedback on performance.
• Create a culture consistent with team‑member engagement and aligned with the organization’s mission, vision, and values.

• Bachelor’s degree in Computer Science, MIS or equivalent.
• 10 years progressive experience in IT Service Desk operations and ITSM, managing multi‑tiered support teams, Service Now, and enterprise end‑user computing environments.
• 7–10 years in a management or director‑level role within a Service Desk, ITSM, or IT operations environment, with success in leading teams, owning SLAs, and expanding platform adoption.
• Expert level competencies: ITSM strategy and Service Now roadmap ownership;
  Service Now administration and governance; KPI/SLA framework design;
  Service Desk operations leadership;
  Incident/Problem/Change/Service Request processes and executive reporting; stakeholder engagement.
• Advanced competencies:
  End‑user device lifecycle management, Microsoft Intune; vendor and budget management; IT asset and license management.
• Strong competencies:
  Process automation, AI‑driven support, self‑service model development.
• Extensive experience with business process improvement, decision making, global perspective, organizational leadership, and resource management.

Stooping, bending, kneeling or crouching; standing, walking, and sitting; reaching with hands and arms; visual ability correctable to 20/20; sitting up to 90% of the day; ability to respond verbally in an understandable, professional manner; manual dexterity to input data and operate equipment; ability to lift up to 15 pounds.

Office/cubicle workspace with moderate noise level.