Director of Enterprise Helpdesk

Georgetown University • Bethesda, MD

21d • $80,429 - $157,239 • Hybrid

About The Position

The Director of Global Service Desk is responsible for leading, managing, and optimizing the global IT service desk operations to provide exceptional technical support and customer service to all students, faculty and staff and, where applicable, external clients across various international locations. This role ensures the consistent delivery of IT services, adherence to Service Level Agreements (SLAs), and continuous improvement of service desk processes, tools, and technologies on a worldwide basis. The Global service desk Manager plays a vital role in fostering a user-centric support environment and driving operational efficiency across different geographical regions.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field; a Master's degree is a plus.
• 7-10 years of progressive leadership experience in a global helpdesk, technical support, or IT service management role.
• Proven experience leading and managing large, geographically dispersed teams.
• Deep expertise in IT Service Management (ITSM) principles and frameworks, particularly ITIL.
• Flexibility and skill in handling a wide range of management and organizational issues plus the ability to recognize and understand various technical issues involving internal staff and Georgetown University faculty, administration, and staff members
• Strong analytical skills with the ability to use data and metrics to drive strategic decisions.
• Excellent communication, interpersonal, and stakeholder management skills.
• Experience with a major ITSM platform (e.g., ServiceNow, Service Cloud, Fresh Service).
• Demonstrated ability to manage a budget and handle vendor relationships.
• Working knowledge of current endpoint operating systems as Windows, macOS, Linux, iOS, Android
• Understanding of networking principles, protocols, and emerging technologies.
• Understanding of enterprise endpoint management systems and best practice security and configuration management such as AD, SCCM, and jam PRO
• Understanding physical network infrastructure, including switches, VLANs, network cabling concepts, and protocols.
• Experience with telephone and video services, including VoIP, soft client support, and online video conference software
• Experience in training users and staff
• Good interpersonal skills in working with faculty, staff, students, and vendors
• Good oral and written communication skills
• Good problem solving and diagnostic skills
• Ability to stay current with advancing endpoint support and network technologies

Nice To Haves

• ITIL certification (v3 or v4).
• Experience in an enterprise-level Managed Services Provider company or Higher Education
• Experience with knowledge management systems and self-service portals
• Familiarity with cybersecurity principles and incident response

Responsibilities

• Provides high-level leadership for all global service desk operations, ensuring 24/7 or appropriate coverage and standardizing processes and best practices across all regions.
• Responsible for leading, mentoring, and managing a globally dispersed team of technicians, fostering a customer-focused, high-performance culture, and conducting regular performance reviews to enhance skills.
• Improve IT support by monitoring key performance indicators (KPIs), implementing escalation procedures, and identifying opportunities to enhance the user experience and service delivery through continuous improvement initiatives.
• Generates and analyzes performance data, providing strategic reports and recommendations to senior IT leadership to inform decision-making and ensure the service desk operates efficiently within its budget.

Benefits

• Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options.
• You can learn more about benefits and eligibility on the Department of Human Resources website.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager