Director, Service Desk Operations

Role Overview Director, Service Desk Operations – senior leadership responsible for strategic direction, operational accountability, and continuous evolution of the enterprise Service Desk and broader IT Service Management (ITSM) capability. Primary Responsibilities Strategic Leadership & Business Alignment – Define and execute the enterprise Service Desk and ITSM strategy in alignment with IT and business objectives. ServiceNow Platform Strategy & Expansion – Own the strategic roadmap for ServiceNow adoption across the enterprise; drive platform expansion beyond ITSM. Operational Accountability – Maintain overall accountability for Service Desk performance, service quality, and SLA adherence; establish governance frameworks and conduct periodic operational reviews. ITSM Process Ownership & Maturity – Own and drive maturity across ITSM processes: Incident Management, Problem Management, Change Management (CAB leadership), Service Request fulfillment. Metrics, Reporting & Executive Communication – Define, own, and evolve the Service Desk KPI/SLA framework; build and deliver executive‑level reporting. Stakeholder Engagement & Executive Support – Serve as the primary IT Service Desk point of contact for business units and senior leadership; oversee white‑glove support escalation protocols for executive and VIP users. Team Development & Organizational Design – Lead, mentor, and develop direct reports; define organizational structure, role clarity, and career pathing within the Service Desk function. Vendor, Technology & Budget Management – Oversee vendor and contractor relationships, technology investments, and budget planning; manage lifecycle of end‑user devices and software licensing. Innovation & Continuous Improvement – 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. Other Projects – Complete other projects and duties as assigned. Supervisory Responsibilities Recruit, interview, select, and hire 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 onboarding and career development. 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 consistent with team‑member engagement and aligned with the organization’s mission, vision, and values. Qualifications & Requirements Bachelor’s degree in Computer Science, MIS or equivalent. 10 years progressive experience in IT Service Desk operations and ITSM, managing multi‑tiered support teams, ServiceNow, and enterprise end‑user computing environments. 7–10 years in a management or director‑level role within a Service Desk, ITSM, or IT operations environment, with success in leading teams, owning SLAs, and expanding platform adoption. Expert level competencies: ITSM strategy and ServiceNow roadmap ownership; ServiceNow administration and governance; KPI/SLA framework design; Service Desk operations leadership; Incident/Problem/Change/Service Request processes and executive reporting; stakeholder engagement. Advanced competencies: End‑user device lifecycle management, Microsoft Intune; vendor and budget management; IT asset and license management. Strong competencies: Process automation, AI‑driven support, self‑service model development. Extensive experience with business process improvement, decision making, global perspective, organizational leadership, and resource management. Physical Requirements Stooping, bending, kneeling or crouching; standing, walking, and sitting; reaching with hands and arms; visual ability correctable to 20/20; sitting up to 90% of the day; ability to respond verbally in an understandable, professional manner; manual dexterity to input data and operate equipment; ability to lift up to 15 pounds. Work Environment Office/cubicle workspace with moderate noise level. #J-18808-Ljbffr SBANS SBA Network Services, LLC