Director of Service Desk Operations

Req Number R8625 Employment Type Full time Worksite Flexibility Remote Who We Are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary As the Director of Service Desk Operations, you will be responsible for leading and managing a service desk team to ensure high-quality IT support services for CAI and clients. This position requires flexibility to support global operations. Job Description We are in search of a Director of Service Desk Operations to lead and manage the service desk team to ensure the delivery of high-quality IT support services for CAI and its various clients. This role involves overseeing the day-to-day operations of the service desk, developing and implementing strategies to enhance service delivery, and ensuring customer satisfaction. The Director will work closely with the Executive Director to align support services with the organization's goals and objectives. This is a full time, salaried position and is 100% remote. Occasional travel may be required. Candidates must have the ability to work flexible hours as needed to support global operations. Only candidates who are eligible to work in the US without a need for sponsorship now or in the future will be considered. What You’ll Do Lead and manage the service desk team, including recruitment, training, and performance managementDevelop and implement service desk policies, procedures, and best practices to ensure efficient and effective support operationsMonitor and analyze service desk performance metrics to identify areas for improvement and implement corrective actionsCollaborate with other business areas to ensure seamless support for all IT services and projectsAssist in managing the service desk budget including forecasting and cost controlEnsure compliance with ITIL standards and other relevant frameworksDrive continuous improvement initiatives to enhance service desk efficiency and customer satisfactionHandle escalations and complex issues, providing guidance and resolutionMaintain up-to-date knowledge of industry trends and emerging technologiesSupport Request for Proposals (RFP) for new business pursuits by providing technical expertise and input on service desk capabilities and solutionsBuild and maintain strong relationships with key stakeholders to understand their needs and ensure service desk alignment with business objectivesManage relationships with external vendors and service providers to ensure the delivery of high-quality services and productsEnsure ongoing training and development programs for service desk staff to keep skills current and meet evolving business needs Required What You’ll Need Bachelor's degree in Information Technology, Computer Science, or a related fieldMinimum of 8-10 years of experience in IT service management, with at least 5 years in a leadership roleStrong knowledge of ITIL practices and experience in implementing ITIL processesExcellent leadership, communication, and interpersonal skillsProven ability to manage and mentor a team effectivelyStrong problem-solving skills and the ability to handle high-pressure situationsExperience with service desk tools and technologies Preferred Qualifications ITIL certificationMaster's degree in a related fieldExperience in a large, complex organizationKnowledge of project management methodologies Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitorOccasional travel may be required Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111. EEO Statement It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. $125,000 The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.