DIRECTOR OF IT SERVICE DESK & CUSTOMER SUPPORT (Information Technology)

Job Title: Director of IT Service Desk & Customer Support
Reports To: Chief Information Officer (CIO)
Location: Remote
Position Type: Full-Time | Exempt

Position Summary
The Director of IT Service Desk & Customer Support provides strategic leadership and operational oversight of the IT service desk, ensuring the delivery of high-quality technical support services across the organization. This role is responsible for driving service excellence, optimizing support workflows, managing team performance, and improving customer satisfaction through data-driven decision-making and proactive service management.

Key Responsibilities
Leadership & Strategic Direction
Lead and mentor the IT Service Desk team, including managers, supervisors, and support specialists.Define and implement the service desk vision, strategy, and roadmap aligned with IT and organizational goals.Foster a customer-first culture that emphasizes responsiveness, accountability, and continuous improvement.
Operations Management
Oversee daily operations of the IT service desk, ensuring consistent delivery of technical support and issue resolution.Manage and refine ticketing processes to ensure timely response and resolution across all support channels.Develop and enforce IT service management policies, procedures, and SLAs.
Customer Experience & Satisfaction
Champion end-user satisfaction by ensuring clear communication, proactive issue resolution, and high service quality.Monitor and analyze customer satisfaction metrics to identify areas for improvement.Lead initiatives to enhance user experience, including feedback loops, surveys, and service improvement plans.
Metrics, Reporting & Continuous Improvement
Establish and track KPIs and service metrics (ticket volume, SLA compliance, first-call resolution, etc.).Produce regular performance dashboards and executive reports with actionable insights.Use trend data and root cause analysis to drive continuous improvement and prevent recurring issues.
Technology & Tools Oversight
Oversee the administration and optimization of service desk tools.Evaluate and implement automation, self-service portals, and knowledge base enhancements to improve efficiency.Stay abreast of emerging ITSM tools and best practices to ensure the organization remains at the forefront of support technologies.
Collaboration & Cross-Functional Alignment
Partner with infrastructure, applications, cybersecurity, and business teams to ensure alignment on support needs and initiatives.Act as a liaison between IT and business units, ensuring expectations are managed and communicated effectively.Support business continuity and incident response planning as it relates to service desk operations.

Qualifications
Education & Certifications
Bachelors degree in Information Technology, Computer Science, or related field required; Masters degree preferred.ITIL certification strongly preferred; PMP or other leadership/management certifications a plus.
Experience
Minimum 7 years in IT support roles, with at least 3 years in a leadership or director-level position.Demonstrated success managing large-scale service desk operations and technical support teams.Experience in healthcare IT or regulated industries preferred.
Skills & Competencies
Proven ability to lead technical teams while balancing strategic planning and hands-on execution.Deep understanding of service desk platforms, ticket lifecycle, SLAs, and ITSM frameworks.Strong analytical, communication, and stakeholder management skills.Commitment to customer service excellence and operational efficiency.

Key Performance Indicators (KPIs)
SLA compliance across all support categoriesFirst-call resolution rateCustomer satisfaction (CSAT) and Net Promoter Score (NPS)Ticket backlog reduction and aging metricsMean time to resolution (MTTR)Employee engagement and retention within the service desk team