Job Detail

Senior Director, IT Service Desk


Job Description

We are seeking a dynamic, transformational leader to join our team as the Senior Director of Corporate IT Service Desk. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations. This role is an excellent opportunity for someone who is passionate about:

    • Empowering self-service solutions-Enhancing user independence through intuitive self-service options.
    • Proactive and predictive support-Anticipating user needs and preventing issues before they arise.
    • Omni-channel experience-Providing seamless support across multiple communication channels.
    • AI and automation integration-Leveraging technology to streamline processes and improve efficiency.
    • Cultivating a stellar support team- Building and developing a team of top-notch support professionals.
    • Mastering shift-left with repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues.
    • Integrating Self-Healing and ITSM Flow- Implementing solutions that automatically resolve issues and optimize service management.

    Key Responsibilities

    Transformational Leadership: Inspire, motivate, and guide the service desk team to achieve their full potential while fostering a culture of continuous improvement and excellence.

      • Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs.
      • Monitor and evaluate team performance, providing feedback and coaching for improvement.
      • Ensure service level targets are met and address all service-level complaints.
      • Apply creative thinking to drive automation goals and align with technology strategy.
      • Be an exemplary leader, embodying the organization's culture, vision, mission, and goals.
      • Build strong relationships with leaders and stakeholders to command their attention.
      • Orchestrate effective communication and employee engagement initiatives.

    Proactiveness: Anticipate potential issues and implement preventive measures.

      • Develop and execute a strategic plan for the service desk, aligned with organizational goals.
      • Collaborate with cross-functional teams for continuous improvement initiatives.
      • Proactively manage internal organization initiatives from ideation to execution.

    Innovation: Continuously seek new ways to improve operations and enhance customer experience.

      • Stay updated with industry trends and emerging technologies.
      •  Support the adoption of new technologies and tools.
      •  Ensure information security and risk management are embedded within the culture.
      •  Direct the secure operation and maintenance of corporate computing and networking infrastructure.
      •  Provide subject matter expertise and manage external and internal collaboration projects.
      •  Ensure change management best practices are followed for organizational initiatives.

    This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.


Job Requirement

Basic Qualifications

• 12+ years of relevant work experience with a Bachelor’s Degree or at least 9 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 6 years of work experience with a PhD, OR 15+ years of relevant work experience.

Preferred Qualifications

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience

• Proven experience as a Service Desk Director or similar leadership role.

• Hands-on experience with service desk operations.

• Customer-service oriented with strong analytical and problem-solving skills.

• Team leadership skills and a Bachelors degree in computer science, information technology, or related field.

• At least 10 years of experience in service desk management or IT service delivery.

• Strong verbal and written communication skills, ability to quickly master new systems and processes.

• Natural collaborator with excellent verbal, written, and presentation skills.

• Relevant and consistent leadership behaviors in team management, customer communications, and interactions with peers, senior leadership, and potential clients.

• Strong knowledge of ITIL framework and service desk tools. Certification in IT service management, project management, or quality management is preferred.

• Experience with ServiceNow ITSM Tool.

• Proven track record of driving change and transformation in network operations.

• Experience in leading enterprise technology and cultural transformation programs.

• Experience working with highly effective teams through major technology transitions.

• Demonstrated understanding of tools and technologies and metrics-driven management.

• Strong conviction to drive things to closure with a high sense of ownership, low ego, and a proactive, solution-oriented attitude.

• Excellent attention to detail, analytical thinking, and independent judgment.

• Excellent verbal, written, and presentation skills with the ability to communicate technical and business issues effectively.

• Strong experience in providing exceptional customer service and supporting business continuity planning.

• Maintain and support the planning for Business Continuity.


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