Service Desk Director (End User Support) – East Coast REMOTE Our client, a large consulting firm headquartered in North America with a strong presence in the Northeast, has an immediate need for a Director of Service Desk with a focus on the leadership and oversight of their nationwide end-user support services practice.
An organization is seeking an experienced Director of Service Desk to lead and evolve its IT support function. This role focuses on delivering a seamless user experience, improving operational performance, and leveraging automation and emerging technologies to enhance service delivery.
The position oversees support operations across multiple tiers and plays a key role in building scalable, efficient processes within a dynamic, fast-paced environment.
Key Responsibilities
- Provide leadership across end-user support functions, including service desk and multi-tier technical support
- Ensure consistent, high-quality service delivery through defined performance metrics and governance practices
- Develop and refine IT service management processes, including incident, request, problem, and change workflows
- Promote a user-focused support model aimed at improving satisfaction and overall experience
- Track and improve key performance indicators such as resolution times, service levels, and user feedback
- Implement standardized tools and processes to support scalability and consistency
- Foster a culture centered on accountability, service quality, and continuous improvement
- Oversee escalation handling to ensure the timely resolution of critical issues
- Collaborate with internal technology teams to align support with broader IT initiatives
- Maintain compliance with internal policies, security standards, and audit requirements
- Drive effective knowledge management practices and documentation standards
- Enhance employee onboarding and offboarding processes in partnership with relevant teams
- Support access management processes and ensure appropriate controls are in place
- Report on operational performance and service metrics to leadership
- Manage external vendors and support partners to ensure quality and efficiency
- Introduce and expand automation, self-service capabilities, and AI-driven solutions
- Oversee device and endpoint management, including provisioning, maintenance, and compliance
Qualifications
- Extensive experience leading end-user or desktop support teams
- Demonstrated success in improving service delivery models, processes, and team performance
- Strong technical background in enterprise desktop environments and directory services
- Experience working with IT service management platforms
- Proven ability to lead distributed or global teams
- Strong problem-solving capabilities and ability to operate in high-demand environments
- Excellent communication skills with the ability to work across technical and non-technical stakeholders
- Skilled in managing challenging user interactions and building strong working relationships
What’s Offered
- Competitive compensation with performance-based incentives
- Comprehensive health and wellness benefits
- Retirement savings support and additional employer-sponsored benefits
- Generous paid time off and flexible scheduling options
- Opportunities for professional development and continued learning
- Flexible work arrangements, including remote options
- A collaborative and growth-oriented work environment
For immediate consideration, please email a resume to Kenny at [email protected]
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