Director, Service Desk Operations

Primary Responsibilities

• Strategic Leadership & Business Alignment: Define and execute the enterprise Service Desk and ITSM strategy in alignment with IT and business objectives. Serve as the strategic voice for end-user services and ITSM capabilities to IT leadership, executive stakeholders, and business unit leaders. Translate business requirements into service delivery models and platform capabilities.
• ServiceNow Platform Strategy & Expansion: Own the strategic roadmap for ServiceNow adoption across the enterprise. Drive platform expansion beyond ITSM into adjacent ITSM and other enterprise service catalogs. Partner with business units to identify service management opportunities and build business cases for platform investment.
• Operational Accountability: Maintain overall accountability for Service Desk performance, service quality, and SLA adherence while delegating day-to-day operational management to the operations management function. Establish governance frameworks, escalation paths, and performance standards. Conduct periodic operational reviews and ensure alignment between operational execution and strategic goals.
• ITSM Process Ownership & Maturity: Own and drive maturity across ITSM processes including Incident Management, Problem Management, Change Management (CAB leadership), and Service Request fulfillment. Ensure all processes are documented, enforced, and continuously improved in alignment with industry frameworks and organizational needs.
• Metrics, Reporting & Executive Communication: Define, own, and evolve the Service Desk KPI/SLA framework. Build and deliver executive-level reporting that communicates service performance, trends, risks, and improvement initiatives. Establish a metrics-driven culture that creates accountability at every level of the organization.
• Stakeholder Engagement & Executive Support: Serve as the primary IT Service Desk point of contact for business units and senior leadership. Build trust and alignment with executives through proactive communication and responsive service delivery. Oversee white-glove support escalation protocols for executive and VIP users.
• Team Development & Organizational Design: Lead, mentor, and develop direct reports across both the operational management and senior technical functions. Define organizational structure, role clarity, and career pathing within the Service Desk function. Identify and develop Subject Matter Experts (SMEs) to distribute technical ownership and reduce single points of dependency.
• Vendor, Technology & Budget Management: Oversee vendor and contractor relationships, technology investments, and budget planning for the Service Desk and ITSM functions. Ensure effective lifecycle management of end-user devices, software licensing, and IT asset tracking through the ITSM platform.
• Innovation & Continuous Improvement: Champion process improvement and automation initiatives. Evaluate emerging technologies, AI-driven support capabilities, and self-service models to improve service quality, efficiency, and user experience.
• Completes other projects and duties as assigned.

Qualifications & Requirements

• Bachelor’s degree in Computer Science, MIS or equivalent.
• Minimum of seven (10) years of progressive experience in IT Service Desk operations and ITSM, including managing multi-tiered support teams, ITSM platforms (ServiceNow required), and enterprise end-user computing environments.
• Seven (7) to ten (10) years in a management or director-level role within a Service Desk, ITSM, or IT operations environment, with demonstrated success leading teams, owning SLAs, driving ITSM process maturity, and expanding platform adoption beyond traditional IT boundaries.
• Expert level competencies in:
• Enterprise IT Service Management strategy and ServiceNow platform roadmap ownership
• ServiceNow administration, governance, and cross-domain expansion (ITSM, ITAM, Workflows)
• KPI/SLA framework design and metric-driven performance management
• Service Desk operations leadership and enterprise IT support management
• Incident Management, Problem Management, Change Management (CAB), and Service Request fulfillment
• KPI/SLA framework design, executive reporting, and metric-driven performance management
• Executive and VIP stakeholder engagement
• Advanced level competencies in:
• End-user device lifecycle management and Microsoft Intune
• Vendor, contractor, and technology budget management
• IT asset and license management
• Process automation, AI-driven support, and self-service model development
• Strong level competencies in:
• Business Process Improvement
• Decision Making and Critical Thinking
• Global Perspective
• Knowledge of Organization
• Organizational Leadership
• Resource Management
• Physical Requirements:
• Ability to stoop, bend, kneel or crouch.
• Ability to stand, walk and sit.
• Ability to reach with hands and arms.
• Visual ability correctable to 20/20.
• Sitting up to 90% of the day.
• Ability to respond verbally in an understandable, professional manner in person and over the telephone.
• Manual dexterity to input data into the computer and the calculator and operate the equipment listed above.
• Ability to lift up to 15 pounds.
• Work Environment:
• Office/Cubicle workspace.
• Moderate noise level.