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Director Service Desk Jobs (NOW HIRING)

Syntricate Technologies

Service Desk

Houston, TX · On-site

Service Desk AgentOSS AV SMEOSS ITSC SME * IT IS_Service Desk * 8-10 Years experience Regards ... Direct : 781-552-4333 | Email : pallavi@syntricatetechnologies.com | Web: www ...

A/V Services LLC

Manager, Service Desk

Florida, NY · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

New

A/V Services LLC

Manager, Service Desk

Arlington, VA · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

New

A/V Services LLC

Manager, Service Desk

Huntsville, AL · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

New

A/V Services LLC

Manager, Service Desk

Arlington, VA · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

New

A/V Services LLC

Manager, Service Desk

Florida, NY · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

New

A/V Services LLC

Manager, Service Desk

Herndon, VA · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

Markel Corporation

Supervisor Service Desk

Richmond, VA · On-site

The Service Desk Supervisor reports to the Service Desk Manager and provides direct, hands-on oversight to the service desk team. Service Desk Supervisor Department overview The Markel Service Desk ...

A/V Services LLC

Manager, Service Desk

Germantown, MD · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

New

A/V Services LLC

Manager, Service Desk

Germantown, MD · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

New

A/V Services LLC

Manager, Service Desk

Herndon, VA · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

A/V Services LLC

Manager, Service Desk

Huntsville, AL · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

New

A/V Services LLC

Service Desk Manager

Germantown, MD · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

A/V Services LLC

Service Desk Manager

Germantown, MD · On-site

The Manager, Service Desk also actively contributes to escalated problem resolution by providing direct, hands‐on technical support when necessary. Worker Type Regular Summary The primary role of ...

Syntricate Technologies

Service Desk

Columbus, OH · On-site

Position- Service Desk Duration-Contract Location- COLUMBUS, OHIO JD * The Service Desk position ... Direct : 781-552-4333 | Email : pallavi@syntricatetechnologies.com | Web: www ...

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Director Service Desk information

What are the roles and responsibilities of a director service desk?

A Director Service Desk is responsible for overseeing the entire service desk operation within an organization. This includes managing staff, setting customer service standards, implementing best practices, and ensuring that IT support services meet business needs. They also analyze service desk performance, drive continuous improvement, and collaborate with other IT leaders to align support services with organizational goals. The director often communicates with upper management to report on metrics, budgets, and strategic initiatives.

What are the key skills and qualifications needed to thrive as a director service desk?

To thrive as a Director Service Desk, you need extensive experience in IT service management, strategic leadership, and a solid understanding of service desk operations, often backed by a bachelor's degree in IT or a related field. Familiarity with ITIL frameworks, ticketing systems like ServiceNow or Jira, and certifications such as ITIL or HDI are typically required. Exceptional communication, problem-solving, and team leadership skills help in managing diverse teams and driving continuous improvement. These competencies are essential for ensuring high-quality support, optimizing performance, and aligning IT services with organizational goals.

What are some common challenges faced by a director service desk, and how can they be addressed?

As a Director of Service Desk, you may encounter challenges such as managing high ticket volumes, maintaining consistent service quality, and motivating a diverse team. Balancing rapid response times with thorough issue resolution requires strong process optimization and the effective use of key performance indicators. Additionally, fostering collaboration across IT, operations, and customer service departments is crucial for resolving complex issues and driving continuous improvement. Proactive communication, regular training, and leveraging automation tools can help address these challenges effectively.

What is the difference between Director Service Desk vs Service Desk Manager?

AspectDirector Service DeskService Desk Manager
ResponsibilitiesOversees multiple service desk teams, strategic planning, and high-level policy developmentManages daily operations, team supervision, and service delivery
Required CredentialsBachelor's degree, ITIL certification, extensive experience in IT service managementBachelor's degree, ITIL certification, experience in service desk operations
Work EnvironmentSenior leadership setting, strategic meetings, cross-department collaborationOperational environment, team management, customer interaction

The main difference between a Director Service Desk and a Service Desk Manager lies in scope and strategic focus. The Director oversees multiple teams and sets long-term goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in IT service management, but the Director's role is more strategic and high-level.

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Director Service Desk jobs near you
Infographic showing various Director Service Desk job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution.

Service Desk

AITA Consulting Services, Inc.

Brooklyn, NY • On-site

Other

Posted 18 days ago

Job description

ONSITE POSITION
CANDIDATE SUMMARY and 3 References is Required
  • Name
  • Company
  • Telephone Number
  • Email Address
Weekend schedule consisting of the following:
a. Support for (3) three shifts consisting of 12 hours per shift or 36 hours
b. Time frames 6pm-7am, anticipated for Friday, Saturday and Sunday
Job Description:
The NYC Office of Technology and Innovation has been tasked with recruiting an Analyst 1. To work inPublic Safety, Service Desk Resource. The Analyst will be required to provide supplemental Public Safety Service Desk duties for the 911 call centers. Services and activities of the Public Safety Services Desk are vital to day-to-day operations of 911 call centers to ensure issues/tickets are opened and closed in a timely manner.
TASKS:
One (1) full-time resource to provide supplemental service call activity for the 911,
PSCAC1 and PSCA2 Call centers:
1. Managing calls and notifications through OTI's service desk systems:
2. Responding to emails from OTI and NYC Agencies
3. Responding to and updating service tickets
4. Engaging in direct communication with users, agencies or OTI representatives
5. Performing escalation to OTI where applicable
6. Work with OTI's Incident Manager where applicable
MANDATORY SKILLS/EXPERIENCE Note: Candidates who do not have the mandatory skills will not be considered
  • Remedy
  • Microsoft Office Suite
DESIRABLE SKILLS/EXPERIENCE:
  • Have previously worked with OTI/Public Safety City agencies

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