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Director Service Desk Jobs (NOW HIRING)

DatamanUSA, LLC

Service Desk Technician

Baltimore, MD · On-site

DatamanUSA is looking for a Service Desk Technician for our direct client based in MD. This is a great opportunity for someone who is a quick learner with excellent people skills. Job Details: Job ...

Essnova Solutions

Service Desk Lead

Washington, DC · On-site

The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Direct access to leadership, zero bureaucracy * Culture built on speed, agility, and results

DatamanUSA, LLC

Service Desk Technician

Baltimore, MD · On-site

DatamanUSA is looking for a Service Desk Technician for our direct client based in MD. This is a great opportunity for someone who is a quick learner with excellent people skills. Job Details: Job ...

Berkshire Group, LLC

Service Desk Manager

Boston, MA · On-site

This role provides direct management of service desk personnel, establishes operational structure, and ensures team capacity is effectively utilized. The Service Desk Manager is accountable for both ...

TEKsystems

Service Desk Representative

Detroit, MI

$22/hr

Seeking Service Desk Representatives for a major healthcare client, supporting devices and ... direct end-user support. Experience supporting the following: -ServiceNow ITSM tool usage -Apple ...

TEKsystems

Service Desk Representative

Detroit, MI

$22/hr

Seeking Service Desk Representatives for a major healthcare client, supporting devices and ... direct end-user support. Experience supporting the following: -ServiceNow ITSM tool usage -Apple ...

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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 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.

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.
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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 100% Full Time. Highlights an 100% Remote job distribution.

Service Desk Manager

Leader Communications Inc. (LCI)

Clemson, SC • On-site

Full-time

Re-posted yesterday

Job description

Job Summary:
Leader Communications Inc. (LCI) is seeking a Service Desk Manager to provide executive leadership across various service desk and support functions. The role involves ensuring SLA compliance, operational governance, and continuous service improvement in a high-volume federal IT environment.
Responsibilities:
• Oversee the entire program for the contract and all associated teams.
• Ensure that all deliverables are provided in accordance with contract requirements and that SLAs are adhered to.
• Communicate with key government personnel including, but not limited to, the SDOD Director, Call Center Manager, and COR.
• Provide administrative directions to subordinate leads and task managers.
• Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
• Oversee all contract task areas including Tier 1 Service Desk, Advanced Problem Resolution, USPTO Contact Center, Knowledge Management, Accounts Management, and Executive Support.
• Lead performance oversight of high-volume contact center and service desk operations.
• Manage risk, contingency planning, surge staffing, and COOP readiness.
• Ensure compliance with NIST, FISMA, ATO, and federal IT security requirements.
• Oversee AI-enabled service enhancements and continuous service improvement initiatives.
• Leads executive-level operational reviews and performance briefings.
Qualifications:
Required:
• Fifteen (15) years of management experience or equivalent combination of education and experience.
• Must have ITIL Certification.
• Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with 10,000 or more users.
• Experience overseeing high-volume, multi-channel support operations.
• Experience with formal Tier 1 and Tier 2 escalation processes.
• Experience with strict Service Level Agreement (SLA) performance requirements.
• Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment.
• Bachelor's degree in the related subject area.
• Experience with FedRAMP cloud environments.
• Knowledge-Centered Service (KCS).
• Executive communication skills.
• Contract governance leadership.
• Risk management skills.
• Operational analytics skills.
• Strategic workforce planning skills.
• Excellent written and verbal communication skills acquired via customer service work.
• Administrative and project management skills.
• Skilled with Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs.
Preferred:
• 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Director is preferred.
Company:
Leader Communications Incorporated (LCI) is an award-winning, ISO 9001:2008 and ISO 20000 certified, Capability Maturity Model Integrated (CMMI®) Level 3 rated, EXIN accredited ITIL® training partner, Service-Disabled Veteran-Owned Small Business (SDVOSB), committed to providing the highest level of professional services and cost-effective solutions for today’s challenging requirements. Founded in 1998, the company is headquartered in Oklahoma City, USA, with a team of 201-500 employees. The company is currently Growth Stage.

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