Director, IT Service Desk

As Director of IT Service Desk, you will transform the end-user experience, leading a high-performing team to deliver consistent, secure, and innovative service. You will drive process improvement, automation, and AI-enabled self-service to optimize responsiveness and satisfaction, while influencing broader IT strategy.

Requirements

• Develop and execute a Service Delivery Strategy aligned with firm priorities, emphasizing security, consistency, and client service excellence.
• Establish and maintain SLAs and KPIs to measure responsiveness, resolution, and satisfaction.
• Represent the voice of the end-user in IT leadership discussions, advocating for simplification, standardization, and usability.
• Lead and manage the IT Service Desk organization, including Tier 1–3 support, field support, and service management.
• Build and sustain a high-performance culture centered on accountability, ownership, and customer focus.
• Define clear career paths and development programs for Service Desk personnel, promoting mobility into specialized IT areas (Automation, Cybersecurity, Systems).
• Develop and enforce ITIL-based processes for Incident, Problem, Request, and Change Management.
• Manage the Service Desk toolset (ServiceNow) and maintain accurate configuration and knowledge repositories.
• Partner with the Automations Team to implement self-service portals, automated provisioning, and AI-enabled virtual assistants — with a Year-One stretch goal of eliminating Level 1 desktop issues.
• Coordinate major incident management and communication during critical outages or firmwide technology events.
• Continuously improve service operations using analytics, trend analysis, and user feedback.
• Produce regular reporting on SLAs, KPIs, customer satisfaction, and improvement initiatives for IT and firm leadership.
• Ensure compliance with security policies, audit standards, and data protection requirements.

Benefits

• Medical, dental, vision
• Generous PTO plan and paid sick time
• Flexible work arrangements
• 401K with Profit Sharing
• Wellness program
• Generous parental leave
• 11 paid holidays