Director, IT Service Desk

Netskope • St. Louis, MO

5d • $140,000 - $185,000 • Onsite

About The Position

Netskope is seeking a hands-on, servant-leader to elevate and transform its global Service Desk organization into a strategic asset. The Director of IT Service Desk will redefine IT support as a product, drive automation and self-service, and use Generative AI to deliver a frictionless, consumer-grade employee experience. The role partners with IT product leadership to build and mature a service catalog with measurable SLAs, owns IT change management, and implements a data-driven strategy to improve support quality, reduce friction, and help employees worldwide work more effectively.

The position leads a distributed L1 and L2 support organization and ensures balanced, 24x7 global coverage. It treats the Service Desk as a core IT product, with defined ownership, a roadmap, and measurable outcomes. The director builds self-service and automation capabilities using AI-powered virtual agents, knowledge resources, and automated workflows; leads GenAI adoption for ticket deflection and intelligent resolution; and develops a world-class knowledge management program using Confluence.

The director also improves employee support through Slack and the Assist Bot, uses Netskope products—especially Digital Experience Management (DEM)—to diagnose and resolve issues, and provides feedback to product and engineering teams. The role defines KPIs, develops executive dashboards, and shares insights that guide investment decisions and improvements in service quality and team performance.

The role must be performed on-site four days per week at the Santa Clara, California or St. Louis, Missouri office. The posted national salary range is $140,000–$185,000 USD. Eligible candidates may also receive a non-sales bonus, stock awards, health coverage, and other benefits.

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, defining services as products, building roadmaps, and delivering iterative improvements to employee experience.
• 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.
• Experience mentoring and developing leaders, building high-performing teams, and fostering 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 experience applying them in a product-based IT model.
• Exceptional ability to engage and influence executives, stakeholders, and employees.
• Proven ability to lead global IT Service Desk organizations and shape digital employee experience strategy.
• Experience applying product management principles within IT, including roadmap planning, service ownership, and iterative delivery.
• Strong record of scaling self-service and automation, including experience implementing AI-driven platforms such as MoveWorks or Aisera.
• Expertise in service delivery, ITIL frameworks, and IT change management.
• Solid understanding of multi-OS environments (Windows, Mac, ChromeOS) and network and 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.
• Must be available on-site four days per week at the Santa Clara, CA or St. Louis, MO office.

Nice To Haves

• ITIL certification is preferred.
• Bachelor’s degree or higher in a relevant discipline is preferred.
• Familiarity with Okta, Google Workspace, M365, Kandji, Intune, and SaaS lifecycle management vendors.

Responsibilities

• Provide strategic direction for a distributed organization of L1 and L2 support engineers, build a culture of accountability and collaboration, develop career paths, and ensure balanced 24x7 global coverage.
• Run the Service Desk as a core IT product, with defined ownership, a roadmap, measurable outcomes, and continuous improvements aligned with the IT product operating model.
• Champion automation and self-service to reduce repetitive work and accelerate service delivery using AI-powered virtual agents, knowledge bases, and automated workflows.
• Lead the adoption of Generative AI in IT support, including ticket deflection and intelligent resolution.
• Partner with IT product leadership to define, maintain, and evolve a service catalog with clear, measurable SLAs, incorporating automation, AI, and employee feedback.
• Own IT change management processes and ensure changes are implemented in a controlled, transparent, and agile manner that balances risk and speed.
• Establish a knowledge management program and develop Confluence as a hub for high-quality documentation and self-help resources; reduce inbound tickets through proactive problem identification and scalable self-service.
• Improve the employee support experience by enhancing Slack as a support channel and expanding the Assist Bot’s capabilities.
• Use Netskope products, especially Digital Experience Management (DEM), to proactively diagnose and resolve issues, and provide actionable 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.

Benefits

• Candidates may be eligible for participation in a bonus plan (for non-sales roles).
• Candidates may be eligible for a stock award program.
• Candidates may be eligible for a comprehensive health plan and other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed