Director – Desktop Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement a global service desk strategy that operates 24/7/365, aligned with corporate IT objectives and business goals.

• Promote excellence in customer service, accountability, and a culture of continuous learning.

• Develop high-performing teams through effective recruitment, onboarding, and training processes.

• Supervise the daily operations of Tier 1, Tier 2/3, and hardware support service desk teams.

• Set SLOs, KPIs, and operational metrics to enhance service delivery.

• Propel AI transformation via intelligent ticket triage and routing, predictive issue detection, and self-service deflection.

• Advocate for AI copilots and agentic tools for Level 1 and Level 2 technicians.

• Define and monitor efficiency metrics driven by AI technologies.

• Oversee annual budget planning, forecasting, and strategies for cost optimization.

• Implement and refine follow-the-sun support across India, the US, The Philippines, Mexico, and the UK.

• Manage relationships with third-party vendors, managed service providers, and technology partners.

• Forge partnerships with HR, Finance, and additional corporate functions.

• Implement and enhance ITSM tools, AI-enabled knowledge bases, and self-service portals.

• Assess and integrate AI-powered chatbots, automation, analytics, and emerging technologies.

• Ensure seamless integration between service desk platforms and email, IAM, and HRIS systems.

• Promote the adoption of remote support tools, asset management systems, and monitoring solutions.

• Uphold security and compliance standards across all service desk technologies.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

• Over 10 years of progressive experience in IT.

• A minimum of 5 years in leadership roles within a service desk environment.

• Proven experience managing global IT support teams distributed across various time zones.

• Background in supporting organizations with over 5,000 employees in complex, multi-site settings.

• Extensive knowledge of ITSM frameworks; ITIL v3 or v4 certification is highly preferred.

• Familiarity with ITSM platforms.

• Strong understanding of enterprise IT infrastructure, encompassing email, document sharing, user management systems, identity management, and cloud platforms.

• Knowledge of enterprise mobility management, end-user computing, endpoint management, and security operations.

• Awareness of integration patterns involving ITSM, HRIS, and identity management systems.

• Demonstrated capability to lead, develop, and retain high-performing global teams.

• Strong change management skills along with experience in organizational transformation.

• Excellent communication skills, with the ability to present effectively to executive audiences.

• Proven success in building and scaling service desk operations.

• Experience managing budgets, vendor relationships, and contractual negotiations.

• Commitment to exceptional customer service and user experiences.

• Strong analytical and problem-solving skills with a data-driven approach to decision-making.

• Strategic mindset coupled with hands-on operational capabilities.

• Cultural sensitivity and the ability to collaborate effectively across diverse global teams.

• Adaptability and resilience in fast-paced, dynamic environments.

• Experience with email and IAM system federations, as well as complex merger/acquisition IT integrations.

• Background or familiarity with healthcare compliance, including HIPAA and SOC 2, and security frameworks.

• Practical experience implementing AI/ML-powered ITSM capabilities, demonstrating measurable impact on deflection or resolution metrics.

• Candidates may be required to undergo a pre-employment criminal background check.

🏝️ Benefits

• Remote work environment.

• 24/7/365 follow-the-sun coverage model.

• Travel may be required based on company needs.

• Reasonable accommodations available for individuals with disabilities.

• Equal opportunity employment.