Director, IT Service Desk
Core
Transform global IT Service Desk into a strategic product leveraging Generative AI, automation, and self-service to deliver a consumer-grade employee experience.
Role type
Director, IT Service Desk (Strategic Leadership)
Builds
Global Service Desk organization, service catalog, self-service platforms, and AI-driven support workflows
Domain
IT Operations / Cloud Security / SaaS
Deliverable
product features
Required skills
Strategic leadership, Product management, Generative AI adoption, ITSM/ITIL governance, Change management, Data analytics, Team building, Stakeholder influence
Preferred skills
ITIL certification, Experience with MoveWorks/Aisera, SaaS lifecycle management
Technologies
MoveWorks, Aisera, Slack, Confluence, Digital Experience Management (DEM), M365, Google Workspace, Okta, Kandji, Intune
Responsibilities
Lead and inspire a distributed global team of L1/L2 engineers; Run the Service Desk as a product with defined roadmaps and SLAs; Drive self-service and automation using AI and intelligent knowledge bases; Leverage GenAI to transform ticket resolution; Build and own the service catalog; Own IT change management processes; Champion knowledge management and digital self-service; Elevate employee experience via modern support channels; Measure performance via KPIs and executive dashboards.
Seniority
Director, Global Leadership
