Director, Service Desk
New
CanadaFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8–12+ years
- Required Skills
- Change ManagementZendeskServiceNow
Requirements
- 8–12+ years of experience in IT service desk, IT support, or managed services operations.
- Proven experience building or transforming service desk functions (0→1 or large-scale redesign).
- Strong understanding of ITSM frameworks (Incident, Request, Problem, Change Management) and ITIL best practices.
- Experience designing SLA/XLA models, escalation paths, and tiered support structures (L0–L3).
- Background in MSP or multi-client environments with complex, competing priorities.
- Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, or Zendesk.
- Strong understanding of service delivery metrics such as CSAT, NPS, FCR, and cost-to-serve.
- Experience implementing automation, AI-enabled support tools, and knowledge management practices (KCS).
- Strong leadership, stakeholder management, and communication skills.
- Proven ability to scale support organizations while maintaining high-quality client experience.
- Bachelor’s degree required.
Responsibilities
- Define and execute a differentiated, high-touch service desk strategy focused on client experience, business outcomes, and value creation.
- Build and evolve the service desk operating model from a federated structure to a scalable, client-aligned organization.
- Establish service delivery frameworks including intake channels, SOPs, playbooks, runbooks, and knowledge-centered service (KCS) practices.
- Design tiered support models (standard, premium, concierge) and implement client-specific service personalization strategies.
- Own end-to-end client support operations, including incident, request, escalation, and resolution management with strong SLA and XLA governance.
- Develop workforce models, escalation paths, and automation strategies to balance efficiency with high-touch service delivery.
- Partner with Client Success, Delivery, and Account teams to ensure seamless service experience and continuous improvement.
- Drive operational excellence through ITSM best practices, reporting dashboards, and proactive issue management.
- Lead innovation in service delivery using AI, automation, and predictive support capabilities.
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