Director, Service Desk Operations
On-site · Boca Raton, Florida, United States
Job Summary
Director, Service Desk Operations leads the enterprise Service Desk and ITSM strategy, owns ServiceNow adoption and expansion beyond ITSM, and ensures alignment of IT service delivery with business objectives. Responsible for governance, SLA/KPI framework, executive reporting, and cross-functional collaboration with business units and senior leadership. Oversees incident/problem/change management, service request fulfillment, and the maturation of ITSM processes; drives platform roadmap and expansion into adjacent domains; manages end-user computing and asset/license management, vendor/contractor relations, and budget oversight. Builds a data-driven, performance-focused culture with a strong focus on executive/stakeholder engagement, VIP support, and continuous improvement through automation and AI-driven self-service. Leads and develops the Service Desk team, defines organizational design and career paths, and partners with Talent Acquisition on hiring. Requires a Bachelor’s degree in Computer Science, MIS, or equivalent, 7–10 years in IT Service Desk/ITSM leadership, and ServiceNow expertise; strong governance, KPI design, and enterprise IT leadership capabilities.
Required Qualifications
- Bachelor’s degree in Computer Science, MIS or equivalent
- Minimum of seven (10) years of progressive experience in IT Service Desk operations and ITSM, including managing multi-tiered support teams, ITSM platforms (ServiceNow required), and enterprise end-user computing environments
- Seven (7) to ten (10) years in a management or director-level role within a Service Desk, ITSM, or IT operations environment, with demonstrated success leading teams, owning SLAs, driving ITSM process maturity, and expanding platform adoption beyond traditional IT boundaries
- Expert level competencies in: Enterprise IT Service Management strategy and ServiceNow platform roadmap ownership; ServiceNow administration, governance, and cross-domain expansion (ITSM, ITAM, Workflows); KPI/SLA framework design and metric-driven performance management; Service Desk operations leadership and enterprise IT support management; Incident Management, Problem Management, Change Management (CAB), and Service Request fulfillment; KPI/SLA framework design, executive reporting, and metric-driven performance management; Executive and VIP stakeholder engagement
- Advanced level competencies in: End-user device lifecycle management and Microsoft Intune; Vendor, contractor, and technology budget management; IT asset and license management
- Strong level competencies in: Process automation, AI-driven support, and self-service model development
- Extensive experience with: Business Process Improvement; Decision Making and Critical Thinking; Global Perspective; Knowledge of Organization; Organizational Leadership; Resource Management
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