Director Service Desk

Job Description

Summary

Oversees strategic operations and management of 24x7x365 Service Desk operations team. Responsible for defining strategy and direction for 24x7 enterprise end-user service desk support, which includes leadership of multi-location service desk teams spanning wide customer base. Instills culture of accountability, builds relationships, and implements an enterprise support model with standard operating procedures to ensure consistent delivery across all areas of support and customers.

*Prefer candidates located in the Troy, MI or West Chester, OH areas, but may consider someone willing to regularly travel to those locations*

Essential Duties and Responsibilities

Leadership:

• Promotes atmosphere of goal oriented, customer first, efficient culture.
  
• Drives Customer Centric Approach listening to customer, stakeholders and incorporate feedback and be a change agent to implement and drive quality and customers improvement processes.
  
• Works with leadership across operations, sales and practice to modernize, enhance service desk portfolio offering to meet market trends, asks and customer needs.
  
• Motivates, leads and directs staff towards reaching common company /departmental goals.
  
• Focuses on continuous improvement and development of staff to ensure technical and customer service excellence.
  
• Communicates cross functionally with customers, staff and peers.
  
• Develops, manages, measures and reports on key department Service Level Agreements (SLAs) and operational Key Performance Indicators (KPIs).
  
• Manages resources effectively against appropriate capacity and demand.
  
• Fosters relationships with key customers, infrastructure teams and end users becoming a champion of end-user satisfaction.
  
• Consults with marketing to ensure service desk value is captured in appropriate marketing and communication materials.

Service Management:

• Manages P&L for IT Service Desk.
  
• Leads incident change and problem management activities for 24x7 support organization.
  
• Provides support, guidance and continuous improvement solutions related to severity notifications including communication, bridge activities, etc.
  
• Leverages Service Desk best practices and process frameworks to drive continual improvement.
  
• Develops and implements quality monitoring function include 360 feedback for both agent level as well as training opportunities.

Training/Knowledge Management:

• Revamps and formalizes structured new hire training as well as refresher training based on quality monitoring results.
  
• Reviews and makes recommendations on knowledge management system/content to ensure service desk agents correct information to resolve issues.
  
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
  
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
  
• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities

Directly supervises Service Desk leadership staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications

Equivalent combination accepted.

Education

• Bachelor’s Degree in related field.

Experience / Technical Requirements

10 years’ experience in the following:

• Service Desk leadership and management.
  
• Information and technology knowledge of software and hardware.
  
• Coordination of training and documentation.
  
• Understanding of ITIL procedures.
  
• Comprehension of Ticketing/Incident software.
  
• Proficient use of all Microsoft Office applications.

Extensive experience in the following:

• 5 Years P&L Experience for IT Service Desk
  
• 5 Years Leading and Growing Service Desk Offerings
  
• Knowledge and experience developing Service Desk pricing models and pricing strategies.
  
• Up to date knowledge, automation and knowledge on Service Desk and multichannel offerings in the IT end user support space

Certifications

• Information Technology Infrastructure Library (ITIL) Foundation
  
• HDI Support Center Manager

Other Skills and Abilities

• Strong Communication Skills, Good Emotional intelligence, able to articulate Service Desk Value
  
• Ability to adapt quickly to new Service Desk technologies, Multichannel and AI initiatives, systems and databases.
  
• Strong technical and customer interaction skills.
  
• Must be able to have business level conversations with customers and assist them in deploying solutions to meet business requirements.
  
• Self-starter with excellent organizational, administrative, and interpersonal skills.
  
• Ability to multi-task and work in fast paced environment.
  
• Ability to successfully work as a team and independently.
  
• Detail oriented.
  
• Ability to follow through with tasks, projects, troubleshooting with minimal supervision.
  
• Outstanding oral, written, technical and business communication skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.

Job Snapshot

• Employee Type:
  

  Full-Time
• Location:
  

  Troy, MI
• Job Type:
  

  Management
• Experience:
  

  Not Specified
• Date Posted:
  

  3/21/2025