Director, Service Desk
Skills
- Proven service desk and IT support leadership experience
- Deep familiarity with ITIL practices and service management frameworks
- Hands-on experience with ITSM platforms such as ServiceNow and Jira Service Management
- Strong incident, problem, change, and knowledge management skills
- Experience with automation, AI-driven self-service, and knowledge base optimization
- Data-driven decision-making and analytics/reporting capability
- Experience managing distributed/global teams and 24x7 support models
- Budgeting and vendor/contract management experience
- Strong leadership, communication, and stakeholder management skills
Responsibilities
- Define and execute the long-term vision and roadmap for the IT Service Desk aligned to enterprise IT and business objectives
- Develop and enforce policies, standards, and best practices for incident, request, change, and knowledge management
- Oversee daily global service desk operations to meet SLAs, KPIs, and compliance targets
- Lead incident and problem escalation and ensure timely resolution and communication for critical issues
- Manage Service Desk budget, staffing, vendor contracts, and tooling investments
- Drive continuous improvement initiatives to improve first-call resolution, reduce resolution times, and elevate user satisfaction
- Build, mentor, and scale a high-performing team of managers, team leads, and analysts with clear career paths
- Evaluate and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management) and AI-driven self-service solutions
- Leverage analytics and reporting to identify trends, predict incidents, and proactively remediate root causes
- Act as primary liaison between IT Service Desk and business units; provide executive updates on performance and strategy
Education
- Bachelor’s degree in Information Technology, Computer Science, or related field required
- Master’s degree in a related field preferred
- ITIL framework knowledge required; ITIL v4 certification strongly preferred
Benefits
- Competitive compensation with bonus / OTE and equity (RSUs)
- Retirement plans and Employee Stock Purchase Plan (where applicable)
- Flexible paid time off and hybrid work model
- Comprehensive medical, dental, vision, life, and disability benefits
- Parental leave and family services including fertility benefits
- Annual learning stipend and professional development programs
- Curated in-office experiences, Employee Resource Groups, and volunteer programs
- Recognition as a Great Place to Work and other workplace awards
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Experienced cloud-focused DevOps engineer with a security emphasis needed to help design, automate and operate secure AWS-based platforms for a global data and analytics provider.
Lead a cross-functional IT team to manage Faculty Information Systems and research administration programs, aligning services with campus priorities and driving operational excellence.
Manage and secure the company's on-site network infrastructure as the Network Administrator based in Parma, OH.
Experienced IT manager needed to lead integration platforms, application development, and SQL Server administration for the San Francisco Department of Public Health.
DreamWorks Animation is hiring an Asset Management Technician to install, inventory, and maintain workstations and related technology at its Glendale studio.
Provide on-site Tier 1 and Tier 2 IT support and device deployment for the Social Sciences Division and ICSG, focusing on desktop support, hardware troubleshooting, and security compliance.
Senior technology leader needed to define and execute a cloud-first, AI-driven platform engineering strategy that scales enterprise applications and developer productivity across SEI.
Provide level-2 desktop and field support for the City of Fort Worth, resolving hardware, software and mobile device issues while participating in a 24/7 on-call rotation.
Lead the strategy and operations for Anaplan, SAP, and Varicent to deliver reliable, high-quality finance and sales performance applications that enable FP&A and Sales Ops decisions.
Work onsite at WSU’s CVM/WADDL as an Application Systems Analyst/Developer building and maintaining laboratory and clinical systems that support diagnostics, instrument integrations, and data-driven workflows.
Work with a high-growth pre-IPO cookware brand to manage and optimize their eCommerce site, ensuring excellent performance, SEO, and a seamless customer experience across devices.
Risant Health seeks a Clinical Informatics Epic Analyst (Cogito) to design, configure, and support Epic reporting and workflow solutions that enhance clinical operations across its partner health systems.
SpaceX is hiring an experienced IT Systems Engineer with an active Top Secret/TS-SCI clearance to design, deploy, and maintain resilient Microsoft-based enterprise systems and related infrastructure in Hawthorne, CA.
Braze (NASDAQ:BRZE) is a leading cloud-based software company based in New York City. We enable companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.
5 jobs
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
