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Director Service Desk Jobs (NOW HIRING)

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 ...

ITTConnect

Service Desk Lead

Miami, FL · On-site

ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: * Lead and Manage the IT Services ...

ITTConnect

Service Desk Lead

Miami, FL · On-site

$120K - $140K/yr

ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: * Lead and Manage the IT Services ...

ITTConnect

Service Desk Lead

Miami, FL

ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: Lead and Manage the IT Services ...

Pipe Recruit

Service Desk Consultant/Lead

Raleigh, NC · On-site

Service Desk Consultant/Lead Raleigh, North Carolina, United States Title - Service Desk Consultant/Lead Location- Raleigh, NC Fulltime Direct Hire The Service Desk Consultant/Lead is responsible for ...

nfrastructure

Senior Service Desk Manager

Buffalo, NY · On-site

Senior Service Desk Manager The Senior Service Desk Manager is responsible for providing ... Provide direction in complex problem-solving situations and participate in direct interaction with ...

VDart

Service Desk Lead

Morrisville, NC · On-site

Role - Service desk lead Location - Morrisville, NC(Onsite) Contract-6+ Months To lead the delivery ... B. Build and manage teams and direct all related People/ Process and Technology Competencies and ...

nfrastructure

Senior Service Desk Manager

Buffalo, NY · On-site

Senior Service Desk Manager The Senior Service Desk Manager is responsible for providing ... Provide direction in complex problem-solving situations and participate in direct interaction with ...

Fawkes IDM

IT Service Desk Supervisor

Washington, DC

Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support. * Providing career development guidance to staff and recommending training ...

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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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What cities are hiring for Director Service Desk jobs? Cities with the most Director Service Desk job openings:
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Director Service Desk jobs near you
Infographic showing various Director Service Desk job openings in the United States as of June 2026, with employment types broken down into 90% Full Time, and 10% Part Time. Highlights an 100% In-person job distribution.

Service Desk Manager

Leader Communications Inc

Alexandria, VA • On-site

Full-time

Posted 29 days ago

Job description

Position Summary

The Service Desk Manager provides executive leadership across Tier 1 Service Desk, Tier 2 Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Knowledge Management, Accounts Management, and Executive Support functions. This role ensures SLA compliance, operational governance, workforce strategy, security compliance, and continuous service improvement across a high-volume federal IT environment. The Program Manager must have demonstrated the ability to lead a program similar in size and complexity as the EUS Services.

Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.

Duties & 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.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

  • Fifteen (15) years of management experience or equivalent combination of education and experience. Experience/Education Substitution Guidelines: 1 year of study/experience equates to 1 year of relevant IT experience/education.
  • Must have ITIL Certification. May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Director is preferred
  • Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with:
  • 10,000 or more users
  • High-volume, multi-channel support operations
  • Formal Tier 1 and Tier 2 escalation processes
  • 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.
  • FedRAMP cloud environments.
  • Knowledge-Centered Service (KCS)

Skill & Certification Requirements

  • Executive communication
  • Contract governance leadership
  • Risk management
  • Operational analytics
  • Strategic workforce planning
  • Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).
  • Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person's perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests
  • Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.
  • Personnel must possess administrative and project management skills.
  • Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs.
  • Skilled with these tools to electronically update project plans and upload documents to our EMS.
  • This position is considered contingent upon award.
  • LCI is an Equal Opportunity Employer/ Veterans/ Disabled

If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at (405) 622-2200 or by email at hr@lcibest.com.