Director, Service Desk

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue
and team members based around the globe
, Toptal is the world’s largest fully remote workforce.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

We are seeking a senior leader to architect, build, and scale a next-generation Service Desk / Client Service Center within a Managed Services Provider (MSP) environment. This role will redefine traditional support delivery into a high-touch, client-centric service model that prioritizes business outcomes, user experience, and long-term client relationships over commoditized, ticket-driven support.

Unlike traditional MSP approaches that emphasize cost reduction and deflection, this function will deliver context-aware, fit-for-purpose support tailored to each client’s environment and priorities. The successful candidate will build a service organization that serves as a strategic differentiator—driving client satisfaction, retention, and expansion. Initially leveraging a federated, cross-functional model, this role will evolve the service center into a scalable, structured, premium capability.

This is a remote position. We do not offer visa sponsorship or assistance. Resumes and communication must be submitted in English.

Service Vision & Differentiated MSP Strategy

• Define and execute a next-generation MSP service desk strategy centered on high-touch, white-glove client experience.
• Position the service desk as a value driver (client satisfaction, retention, upsell), not just a cost center.
• Develop tiered service offerings (e.g., standard vs. premium/concierge support models) aligned to client segments.
• Embed client-specific context into service delivery, ensuring support interactions reflect each client’s environment, priorities, and user needs.

Build:
Federated to Structured Service Model (0 to
1)

• Stand up initial service center operations using a distributed, cross-functional contributor model.
• Establish intake channels (portal, chat, phone, dedicated client lines) with priority routing for high-touch clients.
• Create foundational SOPs, playbooks, and client-specific runbooks.
• Launch a knowledge-centered service (KCS) model tailored to client environments.
• Define early SLAs / XLAs with an emphasis on experience-level outcomes, not just resolution speed.
• Establish clear ownership models to ensure every request is tracked, managed, and resolved end-to-end.

Scale:
Premium Service Delivery Model (1 to N)

• Transition to a dedicated, client-aligned service desk organization with named ownership models.
• Introduce pod-based or client-aligned support structures (e.g., service pods, technical account alignment).
• Develop workforce strategy including skill-based routing, coverage models, and high-touch escalation paths.
• Introduce automation to improve efficiency while preserving high-touch, human-led interactions for critical and high-value client engagements.
• Build a concierge-level support tier for high-value clients and critical services.

Client Experience & Relationship Management

• Own end-to-end client support experience, measured through both operational and experiential metrics.
• Implement and track KPIs including CSAT, XLAs, FCR, and MTRS.
• Act as a senior escalation point for high-priority client issues.
• Partner with Client Success, Account Management, and Delivery teams to ensure aligned, seamless client engagement.
• Ensure consistent, proactive communication with clients throughout issue lifecycle, eliminating the need for follow-ups or escalation for status visibility.

Operational Excellence with a High-Touch Lens

• Establish ITSM best practices (Incident, Request, Problem, Change) while adapting for client-specific flexibility.
• Build real-time dashboards and client-facing reporting that demonstrate value and transparency.
• Drive proactive and preventative support through trend analysis, recurring issue…