IT Support Operations Director

The IT Service Desk Manager plays a pivotal role in transforming the Service Desk into a proactive, customer-centric support function that fosters business productivity and minimizes disruption through every interaction.

This leader partners closely with peer Managers of Endpoint Support, Endpoint Engineering, and Service Excellence to deliver a seamless end-to-end support experience across global 24x7 operations.

• Provide strategic leadership for the entire Service Desk function, ensuring consistent service delivery and team engagement
• Develop and manage a high-performing team of Supervisors and frontline agents across pods, driving accountability and improvement
• Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive business outcomes
• Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts
• Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions, championing resolution and restoration
• Lead workforce planning, shift design, and staffing decisions to support demand and coverage models, fostering a culture of agility and adaptability
• Drive the adoption and improvement of ITSM tooling (e.g., ServiceDesk Plus) and knowledge management practices, enhancing service maturity and efficiency
• Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment, promoting a culture of transparency and cooperation
• Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training, driving continuous improvement and excellence
• Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy, fostering a culture of innovation and progress
• Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels, driving business outcomes and growth

• 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams
• Proven track record of leading service desk operations in a high-volume, multi-site or global environment, driving business outcomes and growth
• Deep understanding of ITSM principles, incident/request workflows, and performance management metrics, with expertise in data analysis and interpretation
• Demonstrated ability to build high-performing teams and mentor frontline leaders, fostering a culture of collaboration and development
• Strong stakeholder engagement skills with the ability to influence across technical and non-technical teams, driving business outcomes and growth
• Effective communicator and collaborator with a user-first mindset and executive presence, championing resolution and restoration

• Experience working in a dynamic, fast-paced environment with opportunities for growth and development
• Chance to work with a talented team of professionals who are passionate about delivering exceptional service and support
• Opportunity to make a meaningful impact on the organization and its customers, driving business outcomes and growth
• Professional development opportunities, including training and certification programs
• A competitive compensation and benefits package, recognizing individual contributions and achievements