Director of Client-Centric Service Desk

Transform the Service Desk experience at Toptal by leading a high-touch, client-focused environment in a fully remote setting. Drive operational excellence and innovation to enhance client satisfaction.

Toptal is looking for a Director to architect a new vision for its Service Desk within a Managed Services Provider framework. This role requires a strategic thinker with extensive experience in IT service management to create a service model that prioritizes personalized support and strengthens client partnerships. Essential skills include leadership, ITSM understanding, and a talent for operational scaling.

Key Responsibilities:

• Design and implement a next-generation service desk model

• Foster client relationships through tailored support strategies

• Build a structured service operation and metrics-driven approach

• Utilize technology to enhance service delivery efficiency

• Monitor service quality and client satisfaction metrics

Requirements:

• 8-12+ years in IT support roles

• Proven skills in service desk transformation

• Background in multi-client MSP settings

• Expertise in service delivery metrics

• Excellent communication and operational skills

Lead Toptal’s shift towards a more client-focused service approach and elevate their Service Desk operations.
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