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Director, Service Desk

Job in Singapore - Singapore
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Company: Zendesk
Full Time position
Listed on 2019-10-21
Job specializations:
  • IT/Tech
    IT Consulting, IT Support, IT Project Manager, IT Graduate
  • Management
Job Description & How to Apply Below
Position: Director, Global Service Desk - Singapore

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Job Description

We are looking for an IT Director to be an integral part of our global leadership team and at the forefront of leading and scaling our Global Service Desk team. Zendesk’s Service Desk team is composed of 25+ members in 11 offices and 10 countries, across AMER, EMEA, & APAC. You’ll join at an exciting time where you’ll be instrumental in advancing the maturity of our IT Service Desk. You and your team will support our fast growing 3,600+ user base across the globe. 

Zendesk is a global SaaS company and our products help businesses have meaningful and engaging interactions with their customers. 

Reporting to the Senior Director of IT Operations , you will utilise your leadership along with your technical expertise to guide our team of talented IT staff and evolve the function. You’ll work closely with IT leadership and business systems owners to ensure that we can provide agile, effective desk experience for all business systems and deliver cost effectively as our business rapidly expands. We believe that experience matters, and you will play and you will play and important role in providing excellent and innovative experiences, leveraging Zendesk technology, that we can showcase with our customers. You will use the latest technologies, implement improvements and lead project work to achieve our objectives. All this while being part of a forward thinking, highly successful IT team that’s highly regarded within the business. 

What you get to do every day as Director, Global Service Desk:

  • Develop & execute a Global Service Desk Strategy and Plan

  • Recruit, onboard and develop talented IT Professionals and third party providers

  • Grow and mature the team so that they can undertake and support full end-to-end service desk improvement projects.

  • Create mechanisms and processes for on boarding and off boarding of business systems for your services.

  • Partner closely with business partners to further continuous improvement efforts.

  • As ambassador for IT to our staff at Zendesk you will continue to build the brand of ‘Best in class IT at scale’ while delivering incredible customer service

  • With a mindfulness for quality deliverables, align with IT and Facilities resources to execute on office expansion projects in a timely fashion

  • Help manage the smooth running of all IT systems, including many cloud-based applications and local hardware policies

  • Develop relevant metrics, dashboards and processes to become a data driven organization.

  • Maintain currency, expertise and competency of relevant products, policies, and methods for support delivery

  • Maintain a sense of humor while working in a fast-paced dynamic team

  • What you bring to the role:

  • Superior leadership skills with proven ability to effectively manage and develop a diverse team of people, and facilitate effective cross-cultural business interaction

  • Experience with and leading maturity projects for Service Desk initiatives. 

  • Experience supporting internal customers

  • Passionate about cloud tools and curious about learning how to manage those in an enterprise environment

  • Natural problem solver who enjoys identifying ways to make your team and customers lives better

  • Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames

  • Thoughtful decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives

  • Able to lead the team to meet deliverables and drive work to completion within specified timelines

  • Work with colleagues & Senior leaders to deliver ideas and solutions to many audiences including your team and C-Staff

  • Collaborative, upbeat work ethic where you can take ownership and have fun

  • Ability to travel 10-20%

  • Ability to work flexible hours to connect with peers and partners around the globe 10% of the time


  • Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. 

    More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.


    Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.


    Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to fosterdiversity & inclusionin the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

    By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

    Position Requirements
    Less than 1 Year work experience
    Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
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