
IT Operations Director
5 days ago
The IT Service Desk Director plays a pivotal role in transforming the service desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.
This leader oversees all service desk supervisors and frontline staff across multiple pods, ensuring high-quality, scalable, and user-centric support.
Key Responsibilities- Provide strategic and operational leadership for the entire service desk function, covering global 24x7 support
- Manage and develop a team of supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement
- Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
- 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
- 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
- Deep understanding of ITSM principles, incident/request workflows, and performance management metrics
- Demonstrated ability to build high-performing teams and mentor frontline leaders
- Experience with ITSM platforms and knowledge management frameworks
- ITIL Foundation certification or higher-level ITIL training
- Exposure to transformation efforts such as shift-left, automation, or tiered support models
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