Director, Service Desk

Overview

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. Applicants must be authorized to work in the US at the time of hire. Resumes and communication must be submitted in English.

The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

• 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 the issue lifecycle, eliminating the need for follow-ups or escalation for status visibility.
• Operational Excellence with a High-Touch Lens
  • Establish ITSM best…