Director, Service Desk

We are seeking a senior leader to architect, build, and scale a next-generation Service Desk / Client Service Center within a Managed Services Provider (MSP) environment. This role will redefine traditional support delivery into a high-touch, client-centric service model that prioritizes business outcomes, user experience, and long-term client relationships over commoditized, ticket-driven support. The successful candidate will build a service organization that serves as a strategic differentiator—driving client satisfaction, retention, and expansion. This is a remote position; applicants must be authorized to work in the US at the time of hire.

About the Role

This role will transform traditional MSP support into a high-touch, client-centric service model. Unlike traditional approaches that emphasize cost reduction and deflection, this function will deliver context-aware, fit-for-purpose support tailored to each client’s environment and priorities. Initially leveraging a federated, cross-functional model, this role will evolve the service center into a scalable, structured, premium capability.

Responsibilities

• Service Vision & Differentiated MSP Strategy
  • 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.
  • Develop tiered service offerings (e.g., standard vs. premium/concierge support models) aligned to client segments.
  • Embed client-specific context into service delivery, ensuring support interactions reflect each client’s environment, priorities, and user needs.
• Build: Federated to Structured Service Model (0 to 1)
  • 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.
  • Create foundational SOPs, playbooks, and client-specific runbooks.
  • Launch a knowledge-centered service (KCS) model tailored to client environments.
  • Define early SLAs / XLAs with an emphasis on experience-level outcomes, not just resolution speed.
  • Establish clear ownership models to ensure every request is tracked, managed, and resolved end-to-end.
• Scale: Premium Service Delivery Model (1 to N)
  • Transition to a dedicated, client-aligned service desk organization with named ownership models.
  • Introduce pod-based or client-aligned support structures (e.g., service pods, technical account alignment).
  • Develop workforce strategy including skill-based routing, coverage models, and high-touch escalation paths.
  • Introduce automation to improve efficiency while preserving high-touch, human-led interactions for critical and high-value client engagements.
  • Build a concierge-level support tier for high-value clients and critical services.
• Client Experience & Relationship Management
  • Own end-to-end client support experience, measured through both operational and experiential metrics.
  • Implement and track KPIs including CSAT, XLAs, FCR, and MTRS.
  • Act as a senior escalation point for high-priority client issues.
  • Partner with Client Success, Account Management, and Delivery teams to ensure aligned, seamless client engagement.
  • Ensure consistent, proactive communication with clients throughout the issue lifecycle, eliminating the need for follow-ups or escalation for status visibility.
• Operational Excellence with a High-Touch Lens
  • Establish ITSM best practices (Incident, Request, Problem, Change) while adapting for client-specific flexibility.
  • Build real-time dashboards and client-facing reporting that demonstrate value and transparency.
  • Drive proactive and preventative support through trend analysis, recurring issue identification, and environment-level insights.
  • Implement service reviews and feedback loops with clients to continuously refine delivery.
• Innovation & Next-Gen Capabilities
  • Leverage automation, AI, and virtual agents to augment (not replace) human support.
  • Introduce predictive and proactive support capabilities using analytics and telemetry.
  • Continuously benchmark against leading MSP and enterprise service models.
  • Evolve the service model to prioritize client experience, ownership, and business impact—not just ticket resolution.

Requirements

• Bachelor’s degree is required.
• 8-12+ years of experience in IT support, service desk, or managed services operations.
• Proven track record building or transforming service desk / service center functions (0→1 or major redesign).
• Experience operating in MSP or multi-client environments with competing priorities.
• Demonstrated success scaling from decentralized support models to structured service organizations.
• Deep understanding of ITSM disciplines (Incident, Request, Problem, Change Management) with practical application of frameworks (e.g., ITIL).
• Experience designing service models including SLAs, XLAs, escalation paths, and tiered support structures (L0–L3).
• Strong understanding of service economics (cost-to-serve, staffing models, volume drivers).
• Hands-on experience with service platforms (e.g., ServiceNow, Jira Service Management, Zendesk).
• Experience implementing automation, knowledge management (KCS), and self-service support models.
• Familiarity with AI-enabled support tools (virtual agents, triage automation) and reporting/dashboarding.
• Experience designing and scaling operating models (client-aligned, pod-based, or hybrid support structures).
• Proven ability to balance high-touch client experience with operational efficiency and scale.
• Experience working directly with enterprise clients, including managing escalations and participating in service reviews (QBRs/MBRs).
• Demonstrated impact on client satisfaction, retention, and expansion (e.g., CSAT, NPS improvements).
• Strong leadership presence with ability to drive accountability, influence cross-functional teams, and operate effectively in ambiguous, fast-paced environments.
• Outstanding written and verbal communication skills.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.

Essential Job Functions

• Regularly and reliably attend scheduled virtual team meetings on camera.
• Work independently with minimal supervision.
• Use all required digital collaboration tools.
• Prioritize and self-manage workflows and deadlines.

Pay

This position receives a base salary and is also eligible to receive a discretionary bonus. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

• Participation in a 401(k) retirement plan.
• Medical, dental, and vision health insurance plans.
• Basic life insurance coverage and short-term and long-term disability coverage.
• Access to flexible spending, dependent care, and health savings accounts.
• Access to telehealth virtual doctors.
• Employee assistance program.
• Flexible paid time off.