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Director, Service Desk

1 month, 3 weeks ago
Canada
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
Toptal

Toptal

Toptal is a curated talent marketplace connecting freelance software developers, designers, finance experts, product managers, and project managers with businesses globally. With a focus on top 3% talent in software engineering, design, and finance, To...

Construction & Engineering
5K-10K
Founded 2010
$4M raised
View All Jobs 17

Description

  • Define and execute a differentiated service desk strategy centered on high-touch client experience.
  • Build initial service center operations using a federated, cross-functional model.
  • Establish intake channels, triage processes, SOPs, playbooks, and client-specific runbooks.
  • Launch a knowledge-centered service model and define early SLAs and XLAs.
  • Scale the service desk into a dedicated, client-aligned organization with clear ownership.
  • Develop workforce, routing, coverage, and escalation models for premium support delivery.
  • Own end-to-end client support experience and act as a senior escalation point for major issues.
  • Partner with Client Success, Account Management, Delivery, and Sales to support seamless client engagement and growth.
  • Build dashboards, reporting, and continuous feedback loops to improve transparency and service quality.
  • Introduce automation, AI, predictive support, and other next-generation capabilities without reducing the human-led client experience.

Requirements

  • 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 or service center functions from the ground up or through 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, including Incident, Request, Problem, and Change Management, with practical ITIL application.
  • Experience designing service models with SLAs, XLAs, escalation paths, and tiered support structures (L0-L3).
  • Strong understanding of service economics, including cost-to-serve, staffing models, and volume drivers.
  • Hands-on experience with service platforms such as ServiceNow, Jira Service Management, or Zendesk.
  • Experience implementing automation, knowledge management (KCS), self-service support models, AI-enabled support tools, and reporting/dashboarding.
  • Experience designing and scaling client-aligned, pod-based, or hybrid operating models.
  • Experience working directly with enterprise clients, including escalations and service reviews such as QBRs and MBRs.
  • Demonstrated impact on client satisfaction, retention, and expansion, including CSAT or NPS improvements.
  • Strong leadership presence, ability to drive accountability, influence cross-functional teams, and operate effectively in ambiguous, fast-paced environments.
  • Outstanding written and verbal communication skills.
  • Resumes and communication must be submitted in English.
  • No visa sponsorship or assistance is available.
  • Ability to thrive as a world-class individual contributor, not only as a manager.

Benefits

  • Remote position.
  • Work at Toptal, a fully remote global company with team members around the world.
  • Opportunity to build a strategic, high-impact service function that influences client satisfaction, retention, and expansion.
  • Chance to shape premium and concierge support offerings for high-value clients.
  • Exposure to a fast-paced, innovative environment with cross-functional collaboration across the business.

Interested in this position?

Apply directly on the company website

Apply Now

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