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Director of Service Desk

Job ID 12916211 Date posted 08/13/2019
The IT Service Desk Director is responsible for managing and advancing the first-level service and support of end-user service requests and computing issues and: Provides day to day operations and oversight of Tier 1, Tier 2 teams. Implements IT continuous improvement programs within enterprise guidelines. Ensures systems performance and service-level requirements are met.
Provides in-depth technical expertise for both tactical and operational initiatives. Ensures IT processes are service-oriented and business-focused. Leads by example with a deep commitment to end-user satisfaction and continuous process improvement.
Ensures service providers and vendors meet contractual obligations.
Additional Details
● Manage the staff of the service desk, including motivating them, hiring and firing, writing reviews, preparing overall performance evaluations and training.
● Develop, manage, measure and report on key service-level metrics, including average response time, max response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, business opportunity cost, demand mix, and end-user productivity.
● Development of new metrics to improve cost, efficiency, productivity, and end-user satisfaction.
● Drive continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
● Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
● Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
● Advance the use of a knowledge repository to share information among all levels of IT service and support.
● Prepare cost analyses, budget plans and proposals.
● Lead change and problem management processes.
● Be an active member of the release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
● Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
● Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
● Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
● Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.
● Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end-users.
● Workforce scheduling, training, requirement, and oversight of IT Service Desk teams.
● Builds and maintains relationships with other IT leaders to develop a clear understanding of business needs; ensures cost-effective delivery of IT services to meet those needs and is able to respond with agility to changing business priorities.
● Supports the I&O sourcing strategy, and provides oversight for vendor and partner relationship management.
● Works closely with HR to execute an I&O "people strategy" that defines appropriate metrics and aligns with the business and IT strategy. Continually looks for leading-edge and innovative solutions to the recruitment, development and retention of the IT operations workforce.
● Oversees the formulation of IT policies, procedures, and performance management processes and measures.
● Other duties as assigned.
Job Requirements
Experience Requirements: 
  • Eight or more years of experience in IT.
  • Five years of progressive leadership responsibilities.
  • Demonstrated experience in establishing standard processes and managing performance to achieve key metrics.
  • Preferably proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support.
  • Attainment of relevant certifications and professional networking via involvement in industry groups.
Skill Requirements:
  • Exceptional leadership skills, with the ability to communicate a vision that inspires and motivates IT operations staff and aligns to the IT and business strategy.
  • Ability to instill confidence in the that the IT Service Desk contributes to the business value of IT.
  • Service now experience in deployment and management preferred.

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