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Director, Service Desk - US-Based

1 month, 3 weeks ago
United States
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 MSP service desk strategy centered on a high-touch client experience.
  • Position the service desk as a value driver for client satisfaction, retention, and upsell opportunities.
  • Develop tiered support offerings aligned to client segments and service needs.
  • Build initial service desk operations using a federated, cross-functional contributor model.
  • Establish intake channels, routing, SOPs, playbooks, client runbooks, and a knowledge-centered service model.
  • Design and scale a structured, client-aligned service desk organization with named ownership and pod-based support models.
  • Implement workforce, coverage, escalation, automation, and concierge support strategies to improve service delivery.
  • Own end-to-end client support experience and manage escalations for high-priority issues.
  • Partner with Client Success, Account Management, Delivery, and Sales to support seamless client engagement and expansion.
  • Establish operational excellence through ITSM practices, dashboards, reporting, proactive support, and continuous improvement.

Requirements

  • Bachelor’s degree is required.
  • 8-12+ years of experience in IT support, service desk, or managed services operations.
  • Proven track record of 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, 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/MBRs.
  • Demonstrated impact on client satisfaction, retention, and expansion, such as CSAT or NPS improvements.
  • Outstanding written and verbal communication skills.
  • Ability to work independently in a fast-paced, rapidly growing, remote environment and manage a wide variety of deadlines and stakeholders.
  • Must be authorized to work in the US at the time of hire; no visa sponsorship or assistance is provided.
  • Resumes and communication must be submitted in English.
  • Regular and reliable attendance at scheduled virtual team meetings on camera is required.
  • Must be able to use required digital collaboration tools and self-manage workflows and deadlines.
  • You must be a world-class individual contributor and not rely on managing others to succeed in the role.

Benefits

  • Base salary plus eligibility for a discretionary bonus.
  • Participation in a 401(k) retirement plan.
  • Medical, dental, and vision health insurance plans.
  • Basic life insurance coverage plus short-term and long-term disability coverage.
  • Access to flexible spending, dependent care, and health savings accounts.
  • Access to telehealth virtual doctors and an employee assistance program.
  • Flexible paid time off.

Interested in this position?

Apply directly on the company website

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