Director, Service Desk – East Coast (Remote) Full Time

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 experiencedDirector 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 Kwilliams@daleyaa.com