Director of ITSM Service Desk

About The Role

The Director of ITSM Service Desk, North America leads the execution of the Service Desk delivery and support framework, ensuring reliable, high-quality technology support across the region with a focus on clinically centered technologies. This role is responsible for day-to-day Service Desk operations and serves as a trusted thought leader in evolving support services—delivering improvements in efficiency, effectiveness, and customer experience through operational excellence and innovation.

As a business-savvy and innovative leader, the Director drives service advancement through automation, AI, self-service, and operational optimization. The role is accountable for elevating the customer experience, strengthening service delivery maturity, and reinforcing the Service Desk as a trusted, outcomes-driven provider that scales with the organization and supports the organization's mission now and into the future.

Key Responsibilities

• Lead North America Service Desk operations, accountable for daily service delivery, workforce performance, and the execution of defined ITSM processes.
• Develop, coach, and guide staff to build a high-performing, scalable organization focused on operational excellence, service quality, and customer-centric outcomes.
• Deliver operational modernization and service improvement initiatives—including automation, self-service, knowledge management, and process standardization—to enhance efficiency, scalability, and the overall end-user experience.
• Oversee end-user computing and support services, including device lifecycle management, patch compliance, configuration management, and desktop support for clinically centered technologies.
• Establish clear role definitions, support workflows, and consistent operating standards to maximize accountability and minimize operational friction.
• Ensure effective execution of identity and collaboration services, including Microsoft 365, Intune, and Entra ID, in alignment with Zero Trust principles, Conditional Access policies, and security and compliance requirements.
• Collaborate with cross-functional partners across ITSM, Security, Compliance, Cloud Operations, Finance, and Procurement to ensure coordinated service delivery, regulatory adherence, effective escalation, and operational and cost optimization.
• Provide operational reporting, performance insights, and actionable recommendations to leadership to deliver continuous service improvement and informed decision-making.
• Champion a culture of accountability, continuous improvement, and service excellence, reinforcing the Service Desk as a trusted, outcomes-driven enabler of the organization's mission.

Required Qualifications

• 10-12+ years of experience in IT service delivery, end-user computing, or enterprise support leadership, with a record of leading regional or multi-site teams.
• Demonstrated success managing day-to-day operations, workforce performance, and service delivery for geographically distributed teams.
• Proven ability to implement and operationalize support processes, improve efficiency, and enhance the customer experience.
• Experience overseeing end-user computing services, including endpoint management, desktop support, and collaboration/identity platforms (Microsoft 365, Intune, Entra ID).
• Strong leadership skills with experience coaching, developing, and scaling high-performing teams.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or equivalent professional experience.
• Familiarity with ITSM frameworks and workplace platforms, including knowledge of service desk best practices.
• Experience with operational modernization initiatives, including automation, self-service, and process optimization.
• Relevant professional certifications (e.g., ITIL Foundation, Microsoft Certified: Enterprise Administrator Expert, PMP) are a plus but not required.
• Or equivalent combination of education, professional training and experience that provides the individual with the required knowledge, skills, and abilities to perform the job.

Knowledge, Skills, and Competencies

• Operational Leadership: Proven ability to lead day-to-day Service Desk and end-user computing operations, ensuring high-quality service delivery, workforce performance, and adherence to operational standards.

• Service Desk & Support Expertise: Solid understanding of service desk operations, end-user support best practices, and support workflows, with experience delivering consistent, reliable, and scalable services.

• Endpoint & Device Management: Knowledge of enterprise endpoint platforms (Windows, macOS, iOS, Android), including device lifecycle management, patch compliance, and configuration management.

• Identity & Collaboration Platforms: Familiarity with Microsoft 365, Intune, Entra ID, SSO, and Conditional Access, with operational experience ensuring secure, compliant, and reliable user access.

• Modernization & Process Improvement: Ability to implement operational improvements, automation, self-service, and process standardization to enhance efficiency, scalability, and the customer experience.

• Team Leadership & Talent Development: Skilled at coaching, mentoring, and developing staff to build high-performing, accountable, and customer-focused teams.

• Service Orientation & Customer Focus: Champions user experience, accountability, and service quality across the North America support organization.

• Collaboration & Cross-Functional Partnership: Ability to work effectively with IT peers, Security, Compliance, Finance, and Procurement to deliver aligned, compliant, and cost-effective services.

• Analytical & Operational Insight: Strong problem-solving and decision-making skills, with the ability to interpret performance data and operational metrics to drive improvements and informed decisions.

• Communication & Influence: Excellent interpersonal and communication skills, able to translate operational issues into clear insights for leadership and staff.

Compensation and Benefits

The estimated compensation range for this role is $147,300—$200,000 USD. This range considers various factors including skill sets, experience, training, licensure, certifications, and business needs. The disclosed range estimate has not been adjusted for applicable geographic differentials. This role is also eligible for a discretionary annual bonus, health insurance, retirement savings benefits, life insurance and disability benefits, parental leave, and paid time off for sick leave and vacation, among other benefits.

Note:

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