Director, IT Service Desk

Netskope • Santa Clara, CA

4d • Onsite

About The Position

Netskope is seeking a hands-on, servant-leader to transform its global Service Desk into a strategic asset within the IT Infrastructure & Operations team. The role focuses on treating IT support as a product, driving automation and self-service, and using Generative AI to provide a frictionless, consumer-grade employee experience. The Director partners with IT product leadership to mature the service catalog and its measurable SLAs, owns IT change management, and develops a data-driven strategy to improve support quality and employee productivity.

The Director leads a distributed L1 and L2 support organization, establishes a service roadmap and measurable outcomes, and ensures global coverage aligned with business needs. They champion AI-powered virtual agents, intelligent knowledge bases, automated workflows, and digital self-service; build and maintain a comprehensive service catalog; and establish a knowledge management program centered on Confluence. The role also develops the employee support experience through Slack and the Assist Bot, uses Netskope products such as Digital Experience Management to diagnose issues and provide product feedback, and defines KPIs and executive dashboards to guide decisions and improve service outcomes.

This position requires on-site work four days per week at either the Santa Clara, California, or St. Louis, Missouri, office. A bachelor’s degree or higher in a relevant discipline is preferred. The listed national salary range is $140,000–$185,000 USD. The successful candidate may also be eligible for a bonus plan, stock award program, health plan, and other benefits.

Requirements

• 12 or more years of IT experience.
• 7 or more 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.
• A 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 demonstrable experience applying them in a product-based IT model.
• Exceptional ability to engage and influence executives, stakeholders, and employees.
• Must be available to work 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.
• 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.
• Experience implementing AI-driven self-service and automation platforms such as MoveWorks or Aisera.
• Expertise in service delivery, ITIL frameworks, and IT change management.
• Understanding of multi-OS environments, including Windows, Mac, and 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.
• Bachelor’s degree or higher in a relevant discipline.

Responsibilities

• Provide strategic direction and leadership for a distributed organization of L1 and L2 support engineers.
• Build a culture of accountability, collaboration, and exceptional service, and define career paths and growth opportunities.
• Ensure balanced 24x7 global support coverage aligned with business needs.
• Operate the Service Desk as a core IT product with defined ownership, a roadmap, and measurable outcomes.
• Align Service Desk priorities with the IT product operating model and apply product management principles to continuously improve employee experience and productivity.
• Champion an automation-first approach to eliminate repetitive work and accelerate service delivery.
• Promote 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 clear, measurable SLAs.
• Enhance the service catalog through automation, AI integration, and employee feedback.
• Own IT change management processes and ensure changes are controlled, transparent, and agile while balancing 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.
• Improve the employee support experience, including Slack support and the Assist Bot, and deliver seamless IT support to employees.
• Use Netskope products, especially Digital Experience Management, to proactively diagnose and resolve issues; provide actionable feedback to product and engineering teams.
• Define KPIs, create 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 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