Director of Service Desk

Job Summary

A company is looking for a Director, Service Desk to architect, build, and scale a client-centric service model within a Managed Services Provider environment.

Key Responsibilities

• Define and execute a next-generation MSP service desk strategy focused on client experience
• Establish and scale a structured service model, transitioning from a decentralized to a dedicated service desk organization
• Own the end-to-end client support experience, implementing and tracking relevant KPIs

Required Qualifications

• Bachelor's degree is required
• 8-12+ years of experience in IT support, service desk, or managed services operations
• Proven track record in building or transforming service desk functions
• Deep understanding of ITSM disciplines and practical application of frameworks
• Experience with service platforms and implementing automation and knowledge management models