Lead the enterprise Service Desk function, delivering a consistent, high-quality, employee-first support experience.
Define and execute a modern Service Desk strategy leveraging AI, automation, and self-service capabilities.
Establish clear SLAs, KPIs, and executive-level reporting for service performance, user satisfaction, and operational health.
Partner closely with Infrastructure, Cybersecurity, Applications, HR, and Business leaders to ensure seamless service delivery.
Own incident response coordination for end-user-impacting events and drive root cause elimination.
Lead Service Desk components of carve-out activities, integrations, and future M&A.
Build, mentor, and retain a high-performing Service Desk leadership and engineering team.

Requirements

12+ years of IT Service Desk / End User Support leadership experience including Director or VP-level roles.
Proven experience running enterprise-scale Service Desk operations in regulated environments.
Deep knowledge of ITSM frameworks (ITIL) and modern Service Desk platforms.
Demonstrated success driving automation, self-service, and AI-enabled support models.
Strong vendor management, financial discipline, and executive communication skills.
Hands-on, credible leader who can operate at both strategic and operational levels.
Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience).

Benefits

competitive salary
PTO & paid holidays
401(k) with match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT Service DeskEnd User SupportITSM frameworksITILautomationself-serviceAI-enabled supportincident response coordinationservice performance metricsroot cause analysis

Soft Skills

leadershipmentoringcommunicationvendor managementfinancial disciplinestrategic thinkingoperational managementcollaborationproblem-solvinguser satisfaction focus