TL;DR

Director, Service Desk: Providing strategic leadership and operational oversight of the Service Desk organization, ensuring delivery of world-class technical support to employees and end-users with an accent on service standards, continuous improvement, and technology enhancement. Focus on managing a global service desk team, driving incident resolution, and elevating user experience.

Location: Hybrid (New York City)

Company

%hirify_global% is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.

What you will do

Define the long-term vision and roadmap for the IT Service Desk.
Oversee daily operations of the global IT Service Desk.
Build, lead, and mentor a high-performing team.
Evaluate and optimize ITSM platforms and self-service solutions.
Act as the primary liaison between IT Service Desk and business units.

Requirements

Bachelor’s degree in Information Technology or related field; Master’s preferred.
10+ years of IT service delivery experience, including 5 years in a senior leadership role.
Proven experience managing geographically distributed teams.
Expertise in ITIL framework (v4 certification preferred).
Strong leadership and analytical skills.