Director, Service Desk

Braze • New York, NY

75d • $212,500 - $236,100

About The Position

The IT Service Desk Director provides strategic leadership and operational oversight of the Service Desk organization, ensuring delivery of world-class technical support to employees and end-users. You will manage a global service desk team with service desk managers reporting into this role. This role is accountable for setting service standards, driving continuous improvement, and leveraging technology to enhance service quality, reduce incident resolution time, and elevate the user experience.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; Master’s degree preferred
• 10+ years of IT service delivery experience, including at least 5 years in a senior leadership role managing enterprise Service Desk or IT support operations
• Proven experience managing geographically distributed teams and 24x7 support environments
• Expertise in ITIL framework (v4 certification strongly preferred)
• Strategic thinking with operational execution capability
• Strong leadership and people-development skills
• Analytical and data-driven decision-making
• Resilient under pressure with strong problem-solving and conflict-resolution abilities
• Customer-focused mindset with a passion for service excellence

Responsibilities

• Define the long-term vision and roadmap for the IT Service Desk in alignment with enterprise IT strategy and business goals
• Develop and implement policies, standards, and best practices for incident, request, change, and knowledge management
• Partner with IT leadership to shape the organization’s service delivery model (in-house, outsourced, or hybrid)
• Oversee daily operations of the global IT Service Desk, ensuring SLAs, KPIs, and compliance targets are consistently met
• Lead incident and problem escalation management, ensuring prompt communication and resolution of critical issues
• Establish and manage the Service Desk budget, including staffing, tools, and vendor contracts
• Monitor and improve first-call resolution rates, average resolution times, and user satisfaction scores
• Build, lead, and mentor a high-performing team of managers, team leads, and service desk analysts
• Drive a culture of accountability, collaboration, and continuous improvement
• Define clear career paths and training programs for technical and leadership growth
• Evaluate, implement, and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management) and AI-driven self-service solutions
• Identify opportunities to automate workflows, improve knowledge base content, and enhance self-service adoption
• Leverage analytics and reporting to identify trends, predict incidents, and proactively address root causes
• Act as the primary liaison between IT Service Desk and business units, ensuring service levels meet evolving needs
• Provide regular performance reports and insights to executive leadership
• Champion customer-centric service delivery across the IT organization

Benefits

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees