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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Service Desk based in Canada.
This is a high-impact leadership role focused on transforming traditional service desk operations into a premium, client-centric service experience within a global managed services environment. You will be responsible for designing and scaling a next-generation support organization that prioritizes business outcomes, customer experience, and long-term client value over transactional ticket resolution. The role requires building both the strategy and operating model for a modern service desk, evolving from a distributed support structure into a structured, scalable, high-touch capability. You will play a critical part in shaping how clients experience support services, ensuring every interaction is context-aware and aligned to their environment. This position blends strategic leadership, operational design, and hands-on service transformation. It is ideal for someone who thrives in ambiguous environments and enjoys building scalable service models from the ground up. You will also influence broader client success, retention, and expansion outcomes through service excellence.
Accountabilities:
- Define and execute a differentiated, high-touch service desk strategy focused on client experience, business outcomes, and value creation rather than transactional support.
- Build and evolve the service desk operating model from a federated structure to a scalable, client-aligned organization with clear ownership and accountability.
- Establish service delivery frameworks including intake channels, SOPs, playbooks, runbooks, and knowledge-centered service (KCS) practices.
- Design tiered support models (standard, premium, concierge) and implement client-specific service personalization strategies.
- Own end-to-end client support operations, including incident, request, escalation, and resolution management with strong SLA and XLA governance.
- Develop workforce models, escalation paths, and automation strategies to balance efficiency with high-touch service delivery.
- Partner with Client Success, Delivery, and Account teams to ensure seamless service experience and continuous improvement.
- Drive operational excellence through ITSM best practices, reporting dashboards, and proactive issue management.
- Lead innovation in service delivery using AI, automation, and predictive support capabilities.
Requirements:
The ideal candidate is a seasoned service operations leader with deep experience building, scaling, or transforming service desk or managed services functions in complex, client-facing environments. You bring strong ITSM expertise, operational discipline, and a passion for delivering exceptional customer experiences at scale.
- 8–12+ years of experience in IT service desk, IT support, or managed services operations.
- Proven experience building or transforming service desk functions (0→1 or large-scale redesign).
- Strong understanding of ITSM frameworks (Incident, Request, Problem, Change Management) and ITIL best practices.
- Experience designing SLA/XLA models, escalation paths, and tiered support structures (L0–L3).
- Background in MSP or multi-client environments with complex, competing priorities.
- Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, or Zendesk.
- Strong understanding of service delivery metrics such as CSAT, NPS, FCR, and cost-to-serve.
- Experience implementing automation, AI-enabled support tools, and knowledge management practices (KCS).
- Strong leadership, stakeholder management, and communication skills with the ability to influence across functions.
- Proven ability to scale support organizations while maintaining high-quality client experience.
- Bachelor’s degree required; additional certifications in ITIL or related disciplines are an asset.
Benefits:
- Competitive compensation package aligned with leadership responsibilities and experience
- Opportunity to build and scale a next-generation global service desk function
- Exposure to high-growth, innovative managed services and client delivery environments
- Strong focus on professional growth, leadership development, and operational ownership
- Flexible and remote-friendly work structure (depending on client and operational needs)
- Opportunity to directly impact client satisfaction, retention, and business expansion outcomes
- Collaborative global work environment with cross-functional leadership exposure.
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