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Director Service Desk Jobs (NOW HIRING)

Eze Castle Integration

Director, Service Desk

Dallas, TX · On-site

$170K - $300K/yr

Position Summary We are looking for a proven Director, Service Desk with a track record for improving operational performance and delivering world class service against the commitments of clients ...

Toptal

Director, Service Desk - US-Based

Position the service desk as a value driver (client satisfaction, retention, upsell), not just a cost center. * Develop tiered service offerings (e.g., standard vs. premium/concierge support models ...

RIVIDIUM

Service Desk Director

Alexandria, VA

RiVidium is seeking a Service Desk Director to support our planned MODES III team supporting Military Community and Family Policy (MC&FP). This role supports IT, Cybersecurity, and Data Operations

RiVidium, Inc

Service Desk Director

Alexandria, VA · On-site

Full-Time/Part-Time Full-Time Description RiVidium is seeking a Service Desk Director to support our planned MODES III team supporting Military Community and Family Policy (MC&FP). This role supports ...

Brookfield

Service Desk Supervisor

Omaha, NE · On-site

The IT Service Desk Supervisor is responsible for the overall operational health, performance, and ... This role provides direct people leadership, oversees 24x7 support operations (including overnight ...

Sonepar

Manager Service Desk

Hamilton, NJ · On-site

Direct leadership of Service Desk associates. * Decision Making: Operational decisions related to incident prioritization, resource allocation, escalation management, and service improvement ...

The Heritage Foundation

Service Desk Manager

Washington, DC · On-site

$85K - $100K/yr

Director, Information Technology Job Summary: The Service Desk Manager plays a crucial role in fostering positive customer interactions through excellent communication skills, a professional demeanor ...

Sonepar

Manager Service Desk

Hamilton, NJ · On-site

Direct leadership of Service Desk associates. * Decision Making: Operational decisions related to incident prioritization, resource allocation, escalation management, and service improvement ...

Lunavi

Service Desk Manager

Cheyenne, WY · On-site

This position reports to the Director of Managed Services and Engineering. **Relocation may be eligible for the right candidate. Service Ownership Alignment Service Desk: * Ticket intake, triage, and ...

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Director Service Desk information

What are Director Service Desk roles and responsibilities?

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 some common challenges faced by a Director of 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.

What are the key skills and qualifications needed to thrive as a Director Service Desk, and why are they important?

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.
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Director Service Desk jobs near you
Infographic showing various Director Service Desk job openings in the United States as of May 2026, with employment types broken down into 100% Full Time. Highlights an 33% In-person, 34% Hybrid, and 33% Remote job distribution.
Director, Service Desk

Director, Service Desk

Eze Castle Integration

Manhattan, NY • On-site

Full-time

Posted 10 days ago

Job description

Position Summary
We are looking for a proven Director, Service Desk with a track record for improving operational performance and delivering world class service against the commitments of clients' contracted services, with a background in the financial services or the Managed Service Provider (MSP/MSSP) space.
This position is to maintain high levels of customer service while maximizing employee utilization and responsible for driving improved profitability by increasing usage of the Service Desk by all clients.
Working with the Service Desk Supervisors, and Service Delivery Managers and their teams to determine best practices and process improvements in a client-centric environment. The role requires a strong aptitude towards team management, training, performance management, ticketing systems/processes, and knowledge and experience of ITIL best practices.
Accountable for all aspects of service delivery, you will ensure that contracted service levels are met for all clients managed by the global service teams operating a follow the sun model from our U.S., Europe, Hong Kong and Singapore offices.
Responsibilities
  • Lead ECI's on-site and follow the sun model Service Desk solutions
  • Develop the End Use support services and strategy to delight our clients by providing the highest quality engagement from our truly global teams in U.S., Europe, Hong Kong and Singapore.
  • Drive continuous improvement and efficiency across service operations
  • Develop and maintain positive relationships with the company's current and future client base, to encourage repeat business, expansion of subscribed services and referrals.
  • Ensure that the requirements of customers are met in an efficient and timely manner to the highest quality.

  • Drive improving KPIs of the Service Desk and related service delivery functions on a monthly basis and meet all SLA terms that have been agreed with the client base. KPI's include first contact resolution; time to respond; mean time to resolution and CSAT.

  • Collaborate as an active team member with other products and services departments, as well as Sales, Customer Success, People Team and Onboarding Teams
  • Creates an environment of effective communication & collaboration

  • Help to develop strategy for overall service delivery improvements, such as increasing first contact resolution, reducing time to answer and improving resolution SLA's and CSAT score.

  • Provides strong, dynamic leadership that mentors, develops and guides team members to achieve Customer Satisfaction goals (CSAT) in service delivery.
  • Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members, as well as a culture of trust, transparency, and learning.

Skills and Competencies
  • Senior level experience of Service Desk and Service Delivery management, within either the Managed Service Provider space or financial services / trading environments.
  • Experience managing a global team delivering business to business IT support services
  • Strong ITIL understanding and experience with Incident Management, Change Management, and Problem Management
  • Data driven decision making, advanced understanding of ITSM data, metrics and KPIs
  • Experience with using reporting tools, such as ServiceNow and MS Power BI, and generating Management Information.
  • Building, creating target operating models for, and leading customer facing teams of 50+, managers and individual contributors

  • Financial and analytical acumen with a skillset aligned to running commercially viable technology services
  • Knowledge of and experience of working within common IT Security standards including ISO27001 and Cyber Essentials plus

Working Conditions
  • Ability to work in an independent environment with moderate supervision
  • Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers)
  • Ability to travel for business and work beyond normal business hours when necessary
  • Ability to be flexible and successfully respond to multiple work pressures
  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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