Employment Type : Full-time

Job Summary :

We are seeking a dynamic and technically astute IT Service Desk Director to provide strategic leadership and operational oversight for our global IT Service Desk operations.

The ideal candidate will possess 3 to 8 years of experience, a deep working knowledge of ITIL frameworks, strong people management skills, and a proven ability to drive digital transformation and process optimization within a high-volume, enterprise support environment.

This role is accountable for delivering superior end-user support and service availability aligned with business objectives.

Key Responsibilities and Technical Focus :

Leadership & Strategy :

- Develop and execute a comprehensive, long-term strategic roadmap for IT Service Desk operations, ensuring alignment with overall enterprise business goals and technology architecture.

- Lead, mentor, and technically manage a diverse, high-performing team of service desk managers, analysts, and support staff across multiple tiers (L1, L2), fostering a culture of technical excellence and customer focus.

- Define, enforce, and drive achievement of stringent Service Level Agreements (SLAs) and operational Key Performance Indicators (KPIs) such as First Call Resolution (FCR), Mean Time To Resolution (MTTR), Customer Satisfaction (CSAT), and resolution quality scores.

Operational Management :

- Oversee and optimize the daily operations of the 24x7 IT Service Desk, ensuring robust, high-availability technical support across various technologies (hardware, software, network, cloud services).

- Establish and maintain effective Major Incident Management protocols, ensuring swift diagnosis, mitigation, and transparent communication during critical outages and high-impact system failures.

- Drive consistency in technical troubleshooting, documentation, and asset management processes utilized by the Service Desk team.

Process Improvement & ITIL Practices :

- Implement, mature, and optimize core ITIL Service Operation processes, specifically focused on Incident Management, Request Fulfillment, Problem Management, and Service Level Management.

- Lead the development and maintenance of a robust, technical Knowledge Management System (KMS), ensuring the creation and accuracy of self-service articles and internal technical documentation to enhance FCR.

- Spearhead automation and digital transformation efforts within the Service Desk, including the deployment of AI-powered chatbots, intelligent ticket routing, and automated fulfillment workflows via the ITSM platform.

Stakeholder Engagement :

- Collaborate strategically with cross-functional IT teams (e.g., Infrastructure, Cybersecurity, Application Development) to align support procedures with deployment schedules and system architecture changes.

- Act as the senior liaison between technical support teams and non-technical business stakeholders, translating technical issues into clear business impacts and managing service expectations.

Budget & Resource Management :

- Develop, forecast, and manage the annual operating budget for the Service Desk, covering staffing, technology licenses (ITSM tools), training, and professional development.

- Evaluate, select, procure, and implement best-in-class IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) and complementary technologies to support evolving service delivery needs.

Preferred Skills :

- Certification in ITIL v4 Expert or Managing Professional is highly preferred.

- Proven experience in administration or advanced customization of an enterprise-level ITSM platform (e.g., ServiceNow or BMC Helix).

- Technical understanding of cloud environments (AWS, Azure, GCP) and familiarity with DevOps practices as they relate to service desk operations.

- Experience implementing or managing a dedicated Problem Management function, utilizing root cause analysis (RCA) techniques (e.g., Five Whys, Ishikawa diagrams).

- Demonstrated experience in managing outsourced or geographically dispersed support teams and integrating their performance into a unified service delivery model