Director, Desktop Support

For our client, we are seeking a Director, Desktop Support to join the team of a leader in the Information Technology space. This leadership role will oversee a global desktop support function, ensuring responsive service delivery and a high‑quality employee experience across a large, distributed workforce. The position will shape service desk strategy, drive modernization efforts, and partner closely with internal stakeholders to align support operations with broader business goals. It will also lead initiatives that improve efficiency, expand automation, and strengthen customer service standards across the organization. The ideal candidate will bring deep experience leading enterprise support teams and will be comfortable balancing day‑to‑day operational excellence with long‑term transformation. This role requires strong cross‑functional collaboration, executive communication skills, and a practical approach to cost management and technology adoption.

Location: Remote – US‑based candidates only (no visa sponsorship available).

Responsibilities

• Lead global IT service desk operations with 24/7 coverage for 7,500 employees.
• Establish a service desk strategy aligned with corporate IT objectives and business goals.
• Foster a culture of customer service excellence and continuous learning.
• Drive AI transformation initiatives for service desk modernization.
• Manage annual budget planning and cost optimization for service desk operations.
• Build partnerships with HR, Finance, and global corporate functions.
• Evaluate and implement emerging technologies such as AI‑powered chatbots and automation tools.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field; Master’s preferred.
• 10+ years of progressive IT experience, including 5+ years in service desk leadership.
• Experience managing global IT support teams across multiple time zones.
• Proven support experience for organizations with 5,000+ employees.
• Deep expertise in ITSM frameworks; ITIL v3 or v4 certification preferred.
• Strong knowledge of enterprise IT infrastructure and cloud platforms.
• Excellent communication skills for executive presentations.

Benefits

• Remote work opportunity with flexible arrangements.
• Supportive company culture focused on employee development.
• Continuous learning opportunities and training programs.
• Comprehensive health benefits and wellness initiatives.
• Collaborative and inclusive work environment.

Compensation

$172,000 – $187,000 annually