Director of Service Desk Operations

Director of Service Desk Operations

R8625

Full time

Remote

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

As the Director of Service Desk Operations, you will be responsible for leading and managing a service desk team to ensure high-quality IT support services for CAI and clients. This position requires flexibility to support global operations.

We are in search of a Director of Service Desk Operations to lead and manage the service desk team to ensure the delivery of high-quality IT support services for CAI and its various clients. This role involves overseeing the day‑t‑day operations of the service desk, developing and implementing strategies to enhance service delivery, and ensuring customer satisfaction. The Director will work closely with the Executive Director to align support services with the organization’s goals and objectives.

This is a full time, salaried position and is 100% remote. Occasional travel may be required. Candidates must have the ability to work flexible hours as needed to support global operations. Only candidates who are eligible to work in the US without a need for sponsorship now or in the future will be considered.

• Lead and manage the service desk team, including recruitment, training, and performance management
• Develop and implement service desk policies, procedures, and best practices to ensure efficient and effective support operations
• Monitor and analyze service desk performance metrics to identify areas for improvement and implement corrective actions
• Collaborate with other business areas to ensure seamless support for all IT services and projects
• Assist in managing the service desk budget including forecasting and cost control
• Ensure compliance with ITIL standards and other relevant frameworks
• Drive continuous improvement initiatives to enhance service desk efficiency and customer satisfaction
• Handle escalations and complex issues, providing guidance and resolution
• Maintain up‑to‑date knowledge of industry trends and emerging technologies
• Support Request for Proposals (RFP) for new business pursuits by providing technical expertise and input on service desk capabilities and solutions
• Build and maintain strong relationships with key stakeholders to understand their needs and ensure service desk alignment with business objectives
• Manage relationships with external vendors and service providers to ensure the delivery of high‑quality services and products
• Ensure ongoing training and development programs for service desk staff to keep skills current and meet evolving business needs

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Minimum of 8‑10 years of experience in IT service management, with at least 5 years in a leadership role
• Strong knowledge of ITIL practices and experience in implementing ITIL processes
• Excellent leadership, communication, and interpersonal skills
• Proven ability to manage and mentor a team effectively
• Strong problem‑solving skills and the ability to handle high‑pressure situations
• Experience with service desk tools and technologies

• ITIL certification
• Master's degree in a related field
• Experience in a large, complex organization
• Knowledge of…