Director, Service Desk Operations

SBA•Boca Raton, FL

3d•Onsite

About The Position

The Director, Service Desk Operations is a senior leadership role responsible for the strategic direction, operational accountability, and continuous evolution of the enterprise Service Desk function and the broader IT Service Management (ITSM) capability at SBA Communications. This role provides leadership over both the operational management of the Service Desk and the technical expertise that supports enterprise end-user computing. The Director is accountable for driving ServiceNow adoption and maturity by extending the ITSM platform and into other enterprise service domains. This role ensures strategic alignment between IT service delivery and business objectives, owns the SLA/KPI framework, and serves as the primary executive interface for all Service Desk and ITSM matters. The Director will drive projects and ensure proper handover from engineering and application teams for any support responsibilities required of the Service Desk, fostering a culture of accountability, ownership, and continuous improvement. The Director will build credibility with senior leadership through proactive communication, data-driven reporting, and a demonstrated commitment to service excellence and innovation.

Requirements

Bachelor’s degree in Computer Science, MIS or equivalent.
Minimum of seven (10) years of progressive experience in IT Service Desk operations and ITSM, including managing multi-tiered support teams, ITSM platforms (ServiceNow required), and enterprise end-user computing environments.
Seven (7) to ten (10) years in a management or director-level role within a Service Desk, ITSM, or IT operations environment, with demonstrated success leading teams, owning SLAs, driving ITSM process maturity, and expanding platform adoption beyond traditional IT boundaries.
Expert level competencies in: Enterprise IT Service Management strategy and ServiceNow platform roadmap ownership
ServiceNow administration, governance, and cross-domain expansion (ITSM, ITAM, Workflows)
KPI/SLA framework design and metric-driven performance management
Service Desk operations leadership and enterprise IT support management
Incident Management, Problem Management, Change Management (CAB), and Service Request fulfillment
KPI/SLA framework design, executive reporting, and metric-driven performance management
Executive and VIP stakeholder engagement
Advanced level competencies in: End-user device lifecycle management and Microsoft Intune
Vendor, contractor, and technology budget management
IT asset and license management
Strong level competencies in: Process automation, AI-driven support, and self-service model development
Extensive experience with: Business Process Improvement
Decision Making and Critical Thinking
Global Perspective
Knowledge of Organization
Organizational Leadership
Resource Management

Responsibilities

Define and execute the enterprise Service Desk and ITSM strategy in alignment with IT and business objectives.
Serve as the strategic voice for end-user services and ITSM capabilities to IT leadership, executive stakeholders, and business unit leaders.
Translate business requirements into service delivery models and platform capabilities.
Own the strategic roadmap for ServiceNow adoption across the enterprise.
Drive platform expansion beyond ITSM into adjacent ITSM and other enterprise service catalogs.
Partner with business units to identify service management opportunities and build business cases for platform investment.
Maintain overall accountability for Service Desk performance, service quality, and SLA adherence while delegating day-to-day operational management to the operations management function.
Establish governance frameworks, escalation paths, and performance standards.
Conduct periodic operational reviews and ensure alignment between operational execution and strategic goals.
Own and drive maturity across ITSM processes including Incident Management, Problem Management, Change Management (CAB leadership), and Service Request fulfillment.
Ensure all processes are documented, enforced, and continuously improved in alignment with industry frameworks and organizational needs.
Define, own, and evolve the Service Desk KPI/SLA framework.
Build and deliver executive-level reporting that communicates service performance, trends, risks, and improvement initiatives.
Establish a metrics-driven culture that creates accountability at every level of the organization.
Serve as the primary IT Service Desk point of contact for business units and senior leadership.
Build trust and alignment with executives through proactive communication and responsive service delivery.
Oversee white-glove support escalation protocols for executive and VIP users.
Lead, mentor, and develop direct reports across both the operational management and senior technical functions.
Define organizational structure, role clarity, and career pathing within the Service Desk function.
Identify and develop Subject Matter Experts (SMEs) to distribute technical ownership and reduce single points of dependency.
Oversee vendor and contractor relationships, technology investments, and budget planning for the Service Desk and ITSM functions.
Ensure effective lifecycle management of end-user devices, software licensing, and IT asset tracking through the ITSM platform.
Champion process improvement and automation initiatives.
Evaluate emerging technologies, AI-driven support capabilities, and self-service models to improve service quality, efficiency, and user experience.
Completes other projects and duties as assigned.
Work with Talent Acquisition to recruit, interview, select, hire, and employ a talented and diverse group of high-performing team members.
Provide oversight and direction to team members in accordance with the organization's policies and procedures.
Coach, mentor, and develop team members, including overseeing new team member onboarding and providing career development planning and growth opportunities.
Empower team members to take ownership of their job and goals.
Delegate responsibilities as needed and provide routine constructive feedback on performance.
Create a culture that is consistent with the organization's focus on team member engagement, and that aligns with the organization's mission, vision, and values.
Lead team members using a performance management and development-focused approach to assist in goal setting, two-way feedback, and performance development planning.
Lead team members to meet the organization's expectations for productivity, quality, and goal accomplishment.