Director, Service Desk

📋 Description

• Define and execute a next-generation MSP service desk strategy centered on high-touch, white-glove client experience.
• Position the service desk as a value driver (client satisfaction, retention, upsell), not just a cost center.
• Stand up initial service center operations using a distributed, cross-functional contributor model.
• Establish intake channels (portal, chat, phone, dedicated client lines) with priority routing for high-touch clients.
• Launch a knowledge-centered service (KCS) model tailored to client environments.
• Define early SLAs / XLAs with emphasis on experience-level outcomes, not just resolution speed.

🎯 Requirements

• Bachelor's degree is required.
• 8-12+ years in IT support or MSP operations.
• Proven track record transforming service desks (0-1 or major redesign).
• Experience in MSP/multi-client environments with competing priorities.
• Deep ITSM knowledge (Incidents, Requests, Problems, Changes) with ITIL.
• Designing SLAs, XLAs, escalation paths, L0-L3.
• Hands-on with ServiceNow, Jira Service Management, Zendesk.
• Automation and knowledge management (KCS) experience.

🎁 Benefits

• 401(k) retirement plan
• Medical, dental, and vision insurance
• Life insurance and short- and long-term disability
• Flexible spending accounts and health savings accounts
• Telehealth access
• Flexible paid time off