Director ITSM Service Desk

The Director of ITSM Service Desk, North America leads the execution of the Service Desk delivery and support framework, ensuring reliable, high-quality technology support across the region with a focus on clinically centered technologies. This role is responsible for day-to-day Service Desk operations and serves as a trusted thought leader in evolving support services—delivering improvements in efficiency, effectiveness, and customer experience through operational excellence and innovation.

As a business-savvy and innovative leader, the Director drives service advancement through automation, AI, self-service, and operational optimization. The role is accountable for elevating the customer experience, strengthening service delivery maturity, and reinforcing the Service Desk as a trusted, outcomes-driven provider that scales with the organization and supports Precision Medicine Group’s mission now and into the future.

Main Duties & Responsibilities 

• Lead North America Service Desk operations, accountable for daily service delivery, workforce performance, and the execution of defined ITSM processes.
• Develop, coach, and guide staff to build a high-performing, scalable organization focused on operational excellence, service quality, and customer-centric outcomes.
• Deliver operational modernization and service improvement initiatives—including automation, self-service, knowledge management, and process standardization—to enhance efficiency, scalability, and the overall end-user experience.
• Oversee end-user computing and support services, including device lifecycle management, patch compliance, configuration management, and desktop support for clinically centered technologies.
• Establish clear role definitions, support workflows, and consistent operating standards to maximize accountability and minimize operational friction.
• Ensure effective execution of identity and collaboration services, including Microsoft 365, Intune, and Entra ID, in alignment with Zero Trust principles, Conditional Access policies, and security and compliance requirements.
• Collaborate with cross-functional partners across ITSM, Security, Compliance, Cloud Operations, Finance, and Procurement to ensure coordinated service delivery, regulatory adherence, effective escalation, and operational and cost optimization.
• Provide operational reporting, performance insights, and actionable recommendations to leadership to deliver continuous service improvement and informed decision-making.
  Champion a culture of accountability, continuous improvement, and service excellence, reinforcing the Service Desk as a trusted, outcomes-driven enabler of Precision Medicine Group’s mission.

Education and Experience

Minimum Education & Experience:

• 10-12+ years of experience in IT service delivery, end-user computing, or enterprise support leadership, with a record of leading regional or multi-site teams.
• Demonstrated success managing day-to-day operations, workforce performance, and service delivery for geographically distributed teams.
• Proven ability to implement and operationalize support processes, improve efficiency, and enhance the customer experience.
• Experience overseeing end-user computing services, including endpoint management, desktop support, and collaboration/identity platforms (Microsoft 365, Intune, Entra ID).
• Strong leadership skills with experience coaching, developing, and scaling high-performing teams.

Preferred Education & Experience:

• Bachelor’s degree in Computer Science, Information Systems, or equivalent professional experience.
• Familiarity with ITSM frameworks and workplace platforms, including knowledge of service desk best practices.
• Experience with operational modernization initiatives, including automation, self-service, and process optimization.
• Relevant professional certifications (e.g., ITIL Foundation, Microsoft Certified: Enterprise Administrator Expert, PMP) are a plus but not required.
• Or equivalent combination of education, professional training and experience that provides the individual with the required knowledge, skills, and abilities to perform the job.

Knowledge, Skills, and Competencies

• Operational Leadership: Proven ability to lead day-to-day Service Desk and end-user computing operations, ensuring high-quality service delivery, workforce performance, and adherence to operational standards.
• Service Desk & Support Expertise: Solid understanding of service desk operations, end-user support best practices, and support workflows, with experience delivering consistent, reliable, and scalable services.
• Endpoint & Device Management: Knowledge of enterprise endpoint platforms (Windows, macOS, iOS, Android), including device lifecycle management, patch compliance, and configuration management.
• Identity & Collaboration Platforms: Familiarity with Microsoft 365, Intune, Entra ID, SSO, and Conditional Access, with operational experience ensuring secure, compliant, and reliable user access.
• Modernization & Process Improvement: Ability to implement operational improvements, automation, self-service, and process standardization to enhance efficiency, scalability, and the customer experience.
• Team Leadership & Talent Development: Skilled at coaching, mentoring, and developing staff to build high-performing, accountable, and customer-focused teams.
• Service Orientation & Customer Focus: Champions user experience, accountability, and service quality across the North America support organization.
• Collaboration & Cross-Functional Partnership: Ability to work effectively with IT peers, Security, Compliance, Finance, and Procurement to deliver aligned, compliant, and cost-effective services
• Analytical & Operational Insight: Strong problem-solving and decision-making skills, with the ability to interpret performance data and operational metrics to drive improvements and informed decisions.
• Communication & Influence: Excellent interpersonal and communication skills, able to translate operational issues into clear insights for leadership and staff.