Service Desk Director

Job Summary:

Service Desk Director is responsible for overseeing and managing Service Operations for all Diversified Service Desk Services Globally. This role involves leading a team of support staff running Service Operations, for commercial clients globally, managing both offshore and onshore associates, maintaining business performance through OLAs, KPIs and SLAs fulfillment, financial KPIs, delivery PnL and driving client satisfaction.

Primary Duties and Responsibilities:

Strategic Leadership and Planning

• Develop and implement a strategic vision for the service desk operations, aligning with the company's vision, goals and strategy.
• Work closely with Managed Services leadership and other departments to ensure the service desk services aligns to organizational goals
• Identify trends in service desk performance and user support needs to inform future planning and resource allocation/management.
• Establish and refine service desk processes and policies to enhance efficiency, service operations quality and drive world class client experience across all Services offerings in scope.

Team Management

• Manage staffing levels to ensure adequate coverage and timely response to all scoped support requests from service desk services teams
• Recruit, train, and mentor service desk staff, promoting a client-focused culture and professional growth.
• Set performance goals, conduct regular reviews, and provide coaching to maintain high team morale and productivity.
• Drive rewards and recognition programs and keep the team motivated to accomplish business goals
• Create and execute organic growth path for the team across all layers
• Drive associate retention actions to reduce attrition and drive motivation
• Focus on Learning & Development objectives of the company and function

Performance Monitoring and Reporting

• Develop, monitor, and report on key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction, and SLA compliance.
• Lead process, delivery and cost optimization initiatives allowing the function to grow and scale to our ongoing global needs and demands
• Implement tools and metrics to analyze service desk performance and identify areas for improvement impacting business performance.
• Prepare regular reports for leadership, providing insights into service desk operations and recommendations for enhancements.
• Conduct regular performance reviews at all layers to demonstrate Service Desk services performance and their improvement plans

Service Desk Operations

• Oversee daily service desk operations, ensuring all support requests are addressed promptly and effectively.
• Define daily operational control measures that drive business outcomes and client satisfaction
• Implement ITIL (Information Technology Infrastructure Library) practices to enhance service desk procedures.
• Develop and enforce escalation procedures to handle complex or critical incidents efficiently.
• Focus on knowledge management practices for consistent and quality service desk operations
• Drive continual service improvement actions to evolve service desk services to world class service desk delivery

Customer Experience and Satisfaction

• Drive initiatives to enhance the client experience, collecting and analyzing feedback to make informed improvements.
• Ensure that the service desk team provides a high standard of client service in every interaction.
• Address escalated client issues promptly, working towards quick resolution and user satisfaction.
• Create remedial plans and drive improvements

Budget Management

• Develop and manage the service desk budget, ensuring cost-effective use of resources.
• Plan for and procure tools, technologies, and resources necessary for effective service desk operations.
• Evaluate and recommend third-party support solutions when needed, managing vendor relationships as applicable.

Process Improvement and Automation

• Identify and implement opportunities for process automation to streamline service desk operations.
• Introduce self-service tools, knowledge bases, and other resources to reduce the volume of basic support requests.
• Champion the continuous improvement of service desk workflows to improve efficiency and user experience.

Complexity:

• Stress tolerance and adaptability.
• Inter-personnel conflict resolution.
• Ability to manage business ambiguities and work with functional and cross-functional teams
• Ability to handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to customers.
• Engage with Services leadership and other internal and external stakeholders
• Accommodate USA Operating hours and coverage

Decision-Making Authority:

• Accountable for identifying issues that need to be addressed, managed and escalated
• Process improvement, transition and transformation
• Quality Control and operational governance and performance

Physical Working Environment:

• Service Desk operations being office driven the model demands working from office 100%
• Use of computers, monitors, and communication tools. Sitting for long periods of time.

Job Qualifications:

• Education/Certifications:
• Bachelor's degree in information technology, Computer Science or related field (Master’s preferred
• ITIL intermediate and above certified with v4 connection and transition established
• Project Management Professional (preferred)
• AVE certifications (Optional)
• Required/Desired Knowledge, Experience and Skills:
• Minimum 8-10 years of IT Service Delivery management and service operations role with at least >5 years in a leadership role for service operations
• Proven track record in managing service desk operations and teams in a mid to large organization
• Strong leadership, interpersonal and communication skills
• Proficient in Service Desk tools and platforms – ITSM, ERP, CRM, etc.
• Strong Problem-Solving abilities and a strategic mindset
• Ability to read and interpret documents such as SOWs, agreements, proposals, operating instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to solve problems and deal with variables in situations where limited standardization exists.
• Ability to provide an excellent customer experience to clients through service transactions.
• Open to feedback and direction
• Accountable, reliable and takes ownership.
• Proficient with Microsoft Office Suite.
• Exceptional interpersonal & communication skills.
• Strong attention to detail.
• Ability to quickly switch between tasks and work under pressure with excellent results.
• Ability to work both independently and within a team.
• Excellent organizational skills & ability to maintain accurate records
• Ability to work in stressful situations.
• Ability to meet deadlines.