Director Service Desk

• Develop and execute the IT service desk strategy to support organizational objectives.
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality IT support delivery.
• Collaborate with senior IT leadership to align service desk operations with broader IT and business strategies.
• Lead, mentor, and develop a Managed Service Provider for the service desk, fostering a culture of excellence and collaboration.
• Define team roles and responsibilities, ensuring adequate staffing and skill development.
• Drive employee engagement and retention through effective communication, recognition, and professional growth opportunities.
• Oversee day-to-day service desk operations, ensuring timely and efficient resolution of incidents, requests, and problems.
• Continuously evaluate and improve service desk workflows, tools, and technologies to optimize efficiency and user satisfaction.
• Ensure compliance with ITIL practices, change management processes, and organizational policies.
• Act as the primary point of contact for escalations, ensuring swift resolution and maintaining high customer satisfaction.
• Drive initiatives to improve the end-user experience, including user education, self-service resources, and proactive communication.
• Conduct regular satisfaction surveys and leverage feedback to enhance IT support services.

WHO YOU ARE

• Education: Bachelors degree in information technology, Computer Science, or a related field.
• Experience: Minimum of 8 years of experience working with the ServiceNow platform, with at least 5 years in a leadership role within a similar-sized global organization, managing a diverse technology team across time zones.
• Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scale
• Leadership Skills: Proven ability to lead and inspire a team of technology professionals, fostering a culture of collaboration and continuous improvement.