Senior Manager/Director, IT Enterprise Service Desk

A transformational technology leader is sought to design and implement a world-class, enterprise-wide Unified Service Desk (USD). The Director of Enterprise Service Desk (Transformation) will oversee the creation and rollout of a unified service delivery model that functions as the single point of contact for all technology-related requests across a large, multi-site organization.

This role will drive the modernization of IT support services using best-in-class frameworks such as ITSM, SIAM, and ESM, while integrating emerging innovations in automation, AI, and user-centric support. A strong focus on employee experience, proactive service, and enterprise alignment is essential for success.

Key Responsibilities:

Strategic Leadership

Build and scale a unified enterprise service desk model to serve all departments and functions across the organization.
• Develop and execute a transformation roadmap aligned to organizational digital strategy and business goals.
• Lead the evolution toward an experience-focused, outcome-based service model.
• Integrate modern service management methodologies (ITIL 4, SIAM, ESM) to ensure agility, governance, and scalability.

Enterprise Integration

• Partner with cross-functional teams to standardize service levels and workflows across varied environments (corporate, field, etc.).
• Align service delivery with enterprise functions such as HR, Legal, Finance, and Procurement.
• Establish governance structures to ensure accountability and service consistency across geographies.

Operational Excellence

• Define and monitor KPIs and experience level agreements (XLAs) to evaluate service performance.
• Create a culture of continuous improvement supported by feedback loops and performance insights.
• Lead development of a knowledge base and self-service infrastructure with AI-enabled support tools.
• Manage vendor relationships and SLAs using SIAM principles.

Technology & Innovation

• Drive the integration of automation, AI, and predictive analytics to enhance service desk performance.
• Develop intelligent service catalogs and personalized workflows for a seamless end-user experience.
• Stay abreast of emerging trends (Service 4.0, mobile-first support, digital twin models) to ensure future-ready support capabilities.

People & Culture

• Lead a high-performing service desk team with a focus on accountability, agility, and innovation.
• Champion a service-oriented mindset that prioritizes employee experience across the organization.
• Provide mentorship and coaching to cultivate ownership, empathy, and responsiveness.

Qualifications:

Required

• Bachelor's degree in IT, Business Administration, or a related discipline (Master's preferred).
• 10+ years in IT service management or enterprise support leadership, including 5+ years in a senior role.
• Proven experience establishing enterprise service desks or ESM programs in multi-site or field-driven environments.

Preferred

• ITIL 4 certification required; additional certifications in SIAM, HDI, ISO/IEC 20000, or COBIT preferred.
• Experience with platforms such as ServiceNow, Jira Service Management, and Azure DevOps.
• Familiarity with support operations in complex industries is highly desirable.

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.