Director, Service Desk

Toptal

Senior leader architecting and building a client-focused Service Desk for a global, remote company. Redefining support delivery with high touch, client-centric service model.

Posted 5/6/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Define and execute a next-generation MSP service desk strategy centered on high-touch, white-glove client experience.
Position the service desk as a value driver (client satisfaction, retention, upsell), not just a cost center.
Develop tiered service offerings (e.g., standard vs. premium/concierge support models) aligned to client segments.
Embed client-specific context into service delivery, ensuring support interactions reflect each client’s environment, priorities, and user needs.
Stand up initial service center operations using a distributed, cross-functional contributor model.
Establish intake channels (portal, chat, phone, dedicated client lines) with priority routing for high-touch clients.
Create foundational SOPs, playbooks, and client-specific runbooks.
Launch a knowledge-centered service (KCS) model tailored to client environments.
Define early SLAs / XLAs with an emphasis on experience-level outcomes, not just resolution speed.
Establish clear ownership models to ensure every request is tracked, managed, and resolved end-to-end.
Transition to a dedicated, client-aligned service desk organization with named ownership models.
Introduce pod-based or client-aligned support structures (e.g., service pods, technical account alignment).
Develop workforce strategy including skill-based routing, coverage models, and high-touch escalation paths.
Introduce automation to improve efficiency while preserving high-touch, human-led interactions for critical and high-value client engagements.
Build a concierge-level support tier for high-value clients and critical services.
Own end-to-end client support experience, measured through both operational and experiential metrics.
Implement and track KPIs including CSAT, XLAs, FCR, and MTRS.
Act as a senior escalation point for high-priority client issues.
Partner with Client Success, Account Management, and Delivery teams to ensure aligned, seamless client engagement.
Ensure consistent, proactive communication with clients throughout the issue lifecycle, eliminating the need for follow-ups or escalation for status visibility.
Establish ITSM best practices (Incident, Request, Problem, Change) while adapting for client-specific flexibility.
Build real-time dashboards and client-facing reporting that demonstrate value and transparency.
Drive proactive and preventative support through trend analysis, recurring issue identification, and environment-level insights.
Implement service reviews and feedback loops with clients to continuously refine delivery.
Leverage automation, AI, and virtual agents to augment (not replace) human support.
Introduce predictive and proactive support capabilities using analytics and telemetry.
Continuously benchmark against leading MSP and enterprise service models.
Evolve the service model to prioritize client experience, ownership, and business impact—not just ticket resolution.
Finalize a target operating model.
Implement customer facing proactive support functions.

Requirements

What you’ll need

Bachelor’s degree is required.
8-12+ years of experience in IT support, service desk, or managed services operations.
Proven track record building or transforming service desk / service center functions (0→1 or major redesign).
Experience operating in MSP or multi-client environments with competing priorities.
Demonstrated success scaling from decentralized support models to structured service organizations.
Deep understanding of ITSM disciplines (Incident, Request, Problem, Change Management) with practical application of frameworks (e.g., ITIL).
Experience designing service models including SLAs, XLAs, escalation paths, and tiered support structures (L0–L3).
Strong understanding of service economics (cost-to-serve, staffing models, volume drivers).
Hands-on experience with service platforms (e.g., ServiceNow, Jira Service Management, Zendesk).
Experience implementing automation, knowledge management (KCS), and self-service support models.
Familiarity with AI-enabled support tools (virtual agents, triage automation) and reporting/dashboarding.
Experience designing and scaling operating models (client-aligned, pod-based, or hybrid support structures).
Proven ability to balance high-touch client experience with operational efficiency and scale.
Experience working directly with enterprise clients, including managing escalations and participating in service reviews (QBRs/MBRs).
Demonstrated impact on client satisfaction, retention, and expansion (e.g., CSAT, NPS improvements).
Strong leadership presence with ability to drive accountability, influence cross-functional teams, and operate effectively in ambiguous, fast-paced environments.
Outstanding written and verbal communication skills.
Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.

Benefits

Comp & perks

Participation in a 401(k) retirement plan
Medical, dental, and vision health insurance plans
Basic life insurance coverage
Short-term and long-term disability coverage
Access to flexible spending, dependent care, and health savings accounts
Access to telehealth virtual doctors
An employee assistance program
Flexible paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supportservice desk operationsmanaged services operationsITSM disciplinesservice model designSLAXLAescalation pathstiered support structuresautomation implementation

Soft Skills

leadershipcommunicationclient engagementaccountabilityinfluenceproblem-solvingadaptabilityteam collaborationclient satisfaction focusoperational efficiency

Certifications

Bachelor's degreeITIL