Director, Service Desk

Toptal

2d • Remote

About The Position

We are seeking a senior leader to architect, build, and scale a next-generation Service Desk / Client Service Center within a Managed Services Provider (MSP) environment. This role will redefine traditional support delivery into a high-touch, client-centric service model that prioritizes business outcomes, user experience, and long-term client relationships over commoditized, ticket-driven support. Unlike traditional MSP approaches that emphasize cost reduction and deflection, this function will deliver context-aware, fit-for-purpose support tailored to each client’s environment and priorities. The successful candidate will build a service organization that serves as a strategic differentiator—driving client satisfaction, retention, and expansion. Initially leveraging a federated, cross-functional model, this role will evolve the service center into a scalable, structured, premium capability. This is a remote position. We do not offer visa sponsorship or assistance. Resumes and communication must be submitted in English.

Requirements

• Bachelor’s degree is required.
• 8-12+ years of experience in IT support, service desk, or managed services operations.
• Proven track record building or transforming service desk / service center functions (0→1 or major redesign).
• Experience operating in MSP or multi-client environments with competing priorities.
• Demonstrated success scaling from decentralized support models to structured service organizations.
• Deep understanding of ITSM disciplines (Incident, Request, Problem, Change Management) with practical application of frameworks (e.g., ITIL).
• Experience designing service models including SLAs, XLAs, escalation paths, and tiered support structures (L0–L3).
• Strong understanding of service economics (cost-to-serve, staffing models, volume drivers).
• Hands-on experience with service platforms (e.g., ServiceNow, Jira Service Management, Zendesk).
• Experience implementing automation, knowledge management (KCS), and self-service support models.
• Familiarity with AI-enabled support tools (virtual agents, triage automation) and reporting/dashboarding.
• Experience designing and scaling operating models (client-aligned, pod-based, or hybrid support structures).
• Proven ability to balance high-touch client experience with operational efficiency and scale.
• Experience working directly with enterprise clients, including managing escalations and participating in service reviews (QBRs/MBRs).
• Demonstrated impact on client satisfaction, retention, and expansion (e.g., CSAT, NPS improvements).
• Strong leadership presence with ability to drive accountability, influence cross-functional teams, and operate effectively in ambiguous, fast-paced environments.
• Outstanding written and verbal communication skills.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.

Responsibilities

• Define and execute a next-generation MSP service desk strategy centered on high-touch, white-glove client experience.
• Position the service desk as a value driver (client satisfaction, retention, upsell), not just a cost center.
• Develop tiered service offerings (e.g., standard vs. premium/concierge support models) aligned to client segments.
• Embed client-specific context into service delivery, ensuring support interactions reflect each client’s environment, priorities, and user needs.
• Stand up initial service center operations using a distributed, cross-functional contributor model.
• Establish intake channels (portal, chat, phone, dedicated client lines) with priority routing for high-touch clients.
• Create foundational SOPs, playbooks, and client-specific runbooks.
• Launch a knowledge-centered service (KCS) model tailored to client environments.
• Define early SLAs / XLAs with an emphasis on experience-level outcomes, not just resolution speed.
• Establish clear ownership models to ensure every request is tracked, managed, and resolved end-to-end.
• Transition to a dedicated, client-aligned service desk organization with named ownership models.
• Introduce pod-based or client-aligned support structures (e.g., service pods, technical account alignment).
• Develop workforce strategy including skill-based routing, coverage models, and high-touch escalation paths.
• Introduce automation to improve efficiency while preserving high-touch, human-led interactions for critical and high-value client engagements.
• Build a concierge-level support tier for high-value clients and critical services.
• Own end-to-end client support experience, measured through both operational and experiential metrics.
• Implement and track KPIs including CSAT, XLAs, FCR, and MTRS.
• Act as a senior escalation point for high-priority client issues.
• Partner with Client Success, Account Management, and Delivery teams to ensure aligned, seamless client engagement.
• Ensure consistent, proactive communication with clients throughout issue lifecycle, eliminating the need for follow-ups or escalation for status visibility.
• Establish ITSM best practices (Incident, Request, Problem, Change) while adapting for client-specific flexibility.
• Build real-time dashboards and client-facing reporting that demonstrate value and transparency.
• Drive proactive and preventative support through trend analysis, recurring issue identification, and environment-level insights.
• Implement service reviews and feedback loops with clients to continuously refine delivery.
• Leverage automation, AI, and virtual agents to augment (not replace) human support.
• Introduce predictive and proactive support capabilities using analytics and telemetry.
• Continuously benchmark against leading MSP and enterprise service models.
• Evolve the service model to prioritize client experience, ownership, and business impact—not just ticket resolution.

What This Job Offers

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