Director, IT Service Desk

Netskope•Saint Louis, MO

4d•Onsite

About The Position

Netskope is seeking a hands-on, servant-leader to transform its global Service Desk organization into a strategic asset. The Director of IT Service Desk will lead a distributed L1 and L2 support organization and redefine IT support as a product, using automation, self-service, and Generative AI to deliver a frictionless, consumer-grade employee experience. The role partners with IT product leadership to mature the service catalog, establish measurable SLAs, own IT change management, and use data to improve support quality and employee productivity worldwide. The position is on-site four days per week at either the Santa Clara, California or St. Louis, Missouri office. The Director will oversee global coverage, develop a service roadmap, build knowledge and self-service capabilities, enhance Slack and the Assist Bot as support channels, and use Netskope products such as Digital Experience Management to proactively diagnose issues. The role also defines KPIs and executive dashboards and presents insights that guide investment and service improvements.

Requirements

12+ years of IT experience.
7+ years leading large-scale, global Service Desk or Helpdesk operations in high-growth SaaS or technology environments.
Experience working within an IT product operating model and defining services as products, building roadmaps, and delivering iterative improvements.
Proven record of driving self-service adoption and automation at scale.
Hands-on experience with AI-powered ITSM and employee experience platforms such as MoveWorks, Aisera, or similar solutions.
Ability to mentor and develop leaders, build high-performing teams, and foster a customer-first service culture.
Expertise using ITSM metrics and analytics to identify trends, guide strategy, and measure outcomes.
Strong knowledge of ITIL and modern service management practices, with demonstrable experience applying them in a product-based IT model.
Exceptional ability to engage and influence executives, stakeholders, and employees.
Must be available on-site four days per week at the Santa Clara, CA or St. Louis, MO office.

Nice To Haves

ITIL certification.
Familiarity with Okta, Google Workspace, M365, Kandji, Intune, and SaaS lifecycle management vendors.
Bachelor’s degree or higher in a relevant discipline preferred.
Experience leading global IT Service Desk organizations and shaping digital employee experience strategy.
Experience applying product management principles within IT, including roadmap planning, service ownership, and iterative delivery.
Experience implementing AI-driven self-service platforms such as MoveWorks or Aisera.
Expertise in service delivery, ITIL frameworks, and IT change management.
Understanding of multi-OS environments (Windows, Mac, ChromeOS) and network/system troubleshooting.
Ability to define, track, and communicate KPIs that drive accountability and improvement.
Skill in transforming IT support functions, scaling globally, and building a culture of innovation and continuous improvement.

Responsibilities

Provide strategic direction and leadership for a distributed organization of L1 and L2 support engineers, building accountability, collaboration, exceptional service, and clear career paths.
Ensure balanced, 24x7 global coverage aligned with business needs.
Run the Service Desk as a core IT product with defined ownership, a service roadmap, measurable outcomes, and continuous improvements to employee experience and productivity.
Champion automation-first service delivery and self-service using AI-powered virtual agents, intelligent knowledge bases, and automated workflows.
Lead adoption of Generative AI to transform IT support, including ticket deflection and intelligent resolution.
Partner with IT product leadership to define, maintain, and evolve a comprehensive service catalog with measurable SLAs; improve it through automation, AI, and employee feedback.
Own IT change management processes, implementing changes in a controlled, transparent, and agile manner that balances risk and speed.
Establish a knowledge management program and make Confluence a central hub for documentation and self-help resources.
Reduce inbound tickets through proactive problem identification and scalable self-service enablement.
Improve the employee support experience, including Slack as a support channel and the Assist Bot’s capabilities.
Use Netskope products, especially Digital Experience Management (DEM), to diagnose and resolve issues proactively, and provide feedback to product and engineering teams.
Define KPIs, build executive dashboards, and present insights on service quality and team performance.
Use analytics to guide investment decisions, identify systemic issues, and improve IT outcomes.