Director, Service Desk

TL;DR

Director, Service Desk (MSP): Architect, build, and scale a next-generation Service Desk within a Managed Services Provider environment with an accent on high-touch, client-centric service model prioritizing business outcomes, user experience, and long-term relationships. Focus on defining tiered service offerings, transitioning from federated cross-functional model to structured scalable organization, and leveraging AI, automation, and analytics for proactive support.

Location: Canada. Remote position. No visa sponsorship or assistance. Resumes and communication must be submitted in English.

Company

Global network of top talent in business, design, and technology enabling companies to scale teams on-demand, with $200+ million annual revenue and fully remote workforce around the globe.

What you will do

• Define and execute next-generation MSP service desk strategy centered on high-touch client experience, tiered offerings, and embedding client-specific context.
• Stand up initial federated service center operations, establish intake channels, SOPs, playbooks, KCS model, and early SLAs/XLAs.
• Scale to dedicated client-aligned structures, introduce pod-based support, workforce strategy, automation, and concierge-level tier for high-value clients.
• Own end-to-end client support experience, track KPIs like CSAT, XLAs, FCR; act as escalation point and partner with Client Success and Delivery teams.
• Establish ITSM best practices adapted for clients, real-time dashboards, proactive support via trend analysis, and continuous feedback loops.
• Leverage AI, virtual agents, predictive analytics; benchmark and evolve model for client impact over ticket resolution.

Requirements

• Bachelor’s degree required.
• 8-12+ years in IT support, service desk, or managed services operations.
• Proven track record building/transforming service desk functions (0→1 or major redesign) in MSP/multi-client environments.
• Deep ITSM knowledge (ITIL), service models (SLAs/XLAs, escalations, tiers L0-L3), service economics, platforms (ServiceNow, Jira Service Management, Zendesk).
• Experience with automation, KCS, self-service, AI tools, client-aligned/pod structures; balancing high-touch with efficiency.
• Strong leadership, communication, ability to thrive in fast-paced ambiguous environments; direct enterprise client experience (escalations, QBRs).

Culture & Benefits

• Fully remote work with no borders, fast pace, innovation, social interaction, and fun.
• Support structure combining virtual teams with emphasis on Future of Work.
• World-class individual contributor culture; handle challenges, deadlines, diverse contacts in rapidly growing company.