Senior Director, Service Desk
Saffire, LLC
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
Tech Stack
About the role
- Lead and elevate our technology support organization that serves some of the world’s most dynamic live event venues and global partners
- Own the strategic vision and operational excellence of our service desk function
- Collaborate closely with Technology Operations, Venue Technology, and business leadership to build scalable processes, measure service performance, and influence customer-centric support culture
- Drive continuous service improvement, using data, root-cause analysis, and customer feedback to reduce outages and improve first-contact resolution
- Oversee global support operations including internal teams, outsourced partners, and regional service providers; ensuring performance, accountability, and cost effectiveness
- Partner with Cybersecurity, Infrastructure, Finance, HR, and Venue Operations to ensure technology services are secure and compliant with business needs
- Provide executive-level reporting and insights on service performance, trends, risks, and improvement initiatives to Technology and Business leadership
Requirements
- Proven experience leading enterprise-scale IT service desk or service operations organizations supporting thousands of users across distributed environments
- Deep knowledge of IT Service Management (ITSM) practices, including Incident, Request, Problem, Change, and Knowledge Management
- Demonstrated ability to establish and manage SLAs, KPIs, and customer experience metrics across global or multi-location operations
- Experience managing outsourced service providers and vendors, including contract governance, performance management, and cost control
- Strong understanding of end-user technology, identity and access management, endpoint management, and cybersecurity fundamentals within a support environment
- Ability to support mission-critical, high-availability operations, including live events, venues, or 24x7 business environments
- Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, Engineering, or a related technical field required
- 12+ years of progressive experience in IT, service operations, or technology support, including 7+ years in leadership roles managing enterprise-scale teams and platforms
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service ManagementIncident ManagementRequest ManagementProblem ManagementChange ManagementKnowledge ManagementSLA ManagementKPI ManagementCustomer Experience MetricsEndpoint Management
Soft Skills
LeadershipCollaborationStrategic VisionOperational ExcellenceCustomer-Centric SupportContinuous ImprovementData AnalysisPerformance ManagementAccountabilityCommunication