Director of Service Desk

Job Summary

A company is looking for a Director, Service Desk to lead and scale service desk operations across multiple locations.

Key Responsibilities

• Lead, mentor, and develop service desk teams in Dallas and La Grange, as well as remote team members
• Define and manage KPIs, SLAs, and reporting dashboards for service delivery
• Drive automation initiatives to enhance self-service capabilities and improve response times

Required Qualifications

• Proven experience leading a multi-location or distributed IT service desk team
• Strong background in analytics-driven IT operations, automation, and process improvement
• Hands-on experience with service desk platforms (e.g., FreshService, ServiceNow, Jira Service Management)
• Bachelor's degree in Information Technology, Computer Science, or equivalent experience preferred
• Strong understanding of ITIL or similar service management frameworks