Director, Service Desk & Incident Management
About The Position
The Director, Service Desk and Incident Management is a strategic and operational leader responsible for overseeing a function composed of both managers and individual contributors, driving the development and execution of strategy, roadmaps, policies, processes, and KPIs to ensure high-quality service delivery across the enterprise. This role leads staffing strategy, budget and financial management, and resource allocation while providing daily direction, coaching, mentoring, and technical guidance to the team. As a member of the Technology Extended Senior Leadership team, the Director collaborates on enterprise IT strategy, organizational development, and cross-functional process improvement. The position is specifically accountable for the enterprise IT Service Desk and Incident Management functions, serving as the primary point of contact for end-user support and ensuring effective triage, resolution, and communication of all incidents and service requests, while maintaining strong service performance and user experience standards. This role requires comprehensive knowledge of IT service management principles and related functional practices.
Requirements
- Puts people first: Focuses on meeting the needs, developing the potential, and supporting the well-being of others before personal gain or authority.
- Leads through service and influence: Builds trust and impact by modeling humility, empathy, and integrity�guiding others by example rather than control.
- Develop and execute functional strategies aligned with IT and organizational goals; establish clear objectives, monitor performance, and drive accountability to achieve business outcomes while adapting to changing conditions.
- Lead and manage team performance by setting priorities, planning resources, delegating effectively, and fostering a results-driven environment with a strong sense of urgency and accountability.
- Analyze problems, interpret data, and implement timely, effective solutions; apply sound judgment and maintain composure when managing complex or sensitive situations.
- Build and sustain a high-performing, collaborative team culture by promoting open communication, mutual respect, morale, and alignment to organizational values and objectives.
- Communicate clearly and effectively across all levels through written and verbal interactions; provide regular feedback, support employee development, and encourage continuous improvement and innovation.
- Demonstrate strong decision-making, professionalism, and integrity; ensure adherence to policies, confidentiality, and quality standards while contributing to broader organizational success beyond the immediate function.
- Minimum of 12 years of technology experience, including a minimum of 7 years in leadership roles within enterprise environments, with proven success at this level.
- Experience managing budgets, delivering executive-level presentations, and defining/tracking departmental KPIs.
- Background in process improvement aligned with industry frameworks (ITIL, COBIT, CMM, NIST) and a minimum of 5 years applying ITSM methodologies.
- Minimum of 5 years leading enterprise-scale Service Desk or IT Support operations (1,000+ users).
- Demonstrated success in ITSM transformation, including ITIL process implementation (Incident, Problem, Change, Request) and service desk maturity improvement.
- Bachelor degree in STEM, Computer Science, or a related business field required.
- Certifications related to Information Technology Leadership/Management and technical certifications relevant to the role.
- Strong blend of business, technical, and communication capabilities.
- Self-driven with the ability to thrive in complex, fast-paced environments.
- Proven ability to influence across cross-functional teams within a matrixed organization.
- Knowledge of and experience with current and emerging technologies, methods, and solutions relevant to the domain.
- Advanced understanding of IT frameworks, methodologies, and industry standards.
- Hands-on experience with enterprise ITSM/Service Desk platforms (e.g., ServiceNow, BMC Remedy, Zendesk, FreshService, Jira Service Management, Ivanti).
- Data-driven approach to performance management, leveraging analytics and reporting to drive insights and executive-level narratives.
- Strong customer-service focus with the ability to remain composed and decisive during major incidents, escalations, and high-pressure situations.
Responsibilities
- Demonstrate leadership with strong technical and domain expertise; recruit, develop, and lead a high-performing team through coaching, mentoring, and example, while managing hiring, performance, career development, succession planning, and compensation.
- Define and execute the Service Desk and Incident Management strategy and roadmap in alignment with business and IT strategy, enterprise architecture, and security/compliance standards.
- Oversee day-to-day Service Desk operations across all tiers, ensuring timely triage, resolution, and communication of incidents and service requests in alignment with SLAs and OLAs.
- Establish, implement, and continuously improve ITIL-aligned processes, including Incident, Problem, Change, and Request Management; lead major incident response, executive communications, and post-incident reviews.
- Develop, manage, and report on budgets, SLAs, and KPIs (e.g., FCR, MTTR, CSAT, ticket aging), driving accountability and continuous service improvement.
- Lead proactive problem management by analyzing trends, identifying root causes, and partnering cross-functionally to prevent recurring issues and improve service stability.
- Collaborate with technology teams, business partners, and vendors to deliver scalable, high-quality solutions; ensure adherence to architecture standards, security, privacy, and compliance requirements.
- Drive innovation through automation, self-service, AI-driven support, and knowledge management to enhance user experience and reduce ticket volume.
- Approves proposed project plans to ensure projects are in line with established IT standards and processes
- Perform additional duties as assigned as business needs evolve.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
