Executive Director of ITSM Service Desk

Job Summary

Provide global executive leadership for IT Service Management (ITSM), Helpdesk, and Service Desk operations. Build and mature a unified service delivery ecosystem that improves digital employee experience, strengthens operational discipline, and elevates the performance of all business-critical support functions.

The Executive Director of ITSM, Helpdesk & Service Desk is responsible for the overall strategy, governance, and execution of enterprise IT support services. This includes leadership of the global Service Desk and Helpdesk teams, as well as full ownership of ITIL-based processes such as Incident, Major Incident, Problem, Change, Request, and Knowledge Management.
This role ensures the business receives consistent, high-quality IT service experiences through standardized processes, reliable operational execution, and cross-functional collaboration. The Executive Director works closely with Cloud & Infrastructure, End User Compute Services, Security, Engineering, HR, PMO, and business leadership to ensure seamless service delivery, fast issue resolution, and continuous improvement.
The role also serves as the primary executive liaison to senior business leadership for all IT support–related operational issues, escalations, project readiness, service health, and improvement initiatives.

Main Duties & Responsibilities

• Lead global Helpdesk and Service Desk operations, ensuring high-quality end-user support across all regions.
• Oversee the complete ITSM practice, including Incident, Problem, Major Incident, Change, Request, and Knowledge Management.
• Establish consistent service delivery standards, governance, and ITIL process maturity across all IT functions.
• Drive improvements in first-contact resolution, time-to-resolve, ticket quality, knowledge availability, and overall digital employee experience.
• Own Major Incident Management, including executive communication, collaboration with engineering teams, and post-incident governance.
• Lead root-cause analysis for recurring issues and ensure corrective actions are executed by responsible technology teams.
• Partner with PMO to ensure service readiness, support models, and operational transition for new systems and projects.
• Collaborate closely with Security, Cloud & Infrastructure, End User Compute Service, Engineering, HR, and other teams to drive cross-functional service quality improvements.
• Serve as the primary executive service liaison for all business units, handling escalations, service reviews, and communication related to support and operations.
• Oversee the ITSM platform, ensuring data integrity, process alignment, automation, and scalability.
• Drive self-service, automation, chatbots, AIOps, and workflow digitization to reduce support volume and improve user experience.
• Manage internal staff and outsourced support partners to ensure consistent service levels globally.
• Oversee budget planning, vendor management, contract negotiations, and performance reviews for all support-related services.
• Develop and mentor managers and senior staff, creating a culture of ownership, accountability, and customer-driven service excellence.
• Other job duties as assigned by the line manager. 

Education and Experience (Qualifications necessary to perform the job at a satisfactory level and consistently applied to all incumbents)

Minimum Education & Experience:

• Extensive experience (12+ years) in a director level or above role leading IT service delivery, End User Computing, or enterprise support leadership, with a proven record of leading large, diverse teams.
• 7+ years managing global teams, multiple functional areas, or international operations.
• Demonstrated success implementing and maturing ITIL Incident and Change Management practices, with ITIL Foundations certification.   
• Proven track record of leading teams, managing budgets, and delivering enterprise workplace solutions.
• Strong expertise in ITIL frameworks and digital workplace platforms, including end-user access management, collaboration, and endpoint services.
• Demonstrated ability to modernize support operations, optimize processes, and scale global teams effectively.

Preferred Education & Experience

• Bachelor’s degree in computer science, Information Systems, or equivalent professional experience.
• 5+ years of IT experience with a track record of guiding and overseeing teams responsible for Microsoft 365, Intune, Entra ID, and enterprise identity and access management platforms.

Knowledge, Skills, and Competencies 

•    Strategic Leadership: Proven ability to set vision and direction for global service delivery, aligning technology strategy with business objectives.
•    ITIL & Service Management Expertise: Deep understanding of ITIL frameworks, including Incident and Change Management, with the ability to implement and mature practices enterprise wide.
•    Enterprise Identity & Access Governance: Knowledge of hybrid identity, SSO, MFA, Conditional Access, and device co-management, with oversight of teams responsible for secure and compliant user access.
•    Endpoint Strategy & Governance: Understanding of enterprise endpoint platforms (Windows, macOS, iOS, Android) and the ability to guide teams in device lifecycle management, security, and operational reliability.
•    Modernization & Transformation: Experience leading teams through modernization initiatives, automation, process standardization, and continuous improvement of support operations.
•    Vendor & MSP Management: Experience managing vendor relationships, including Managed Service Providers, contracts, service delivery, and performance metrics.
•    Service Orientation: Champions user experience, accountability, and service quality across global operations.
•    Business Acumen: Strong analytical, financial, and decision-making skills; able to link technology initiatives to operational, user experience, and financial outcomes.
•    Change Management & Communication: Excellent interpersonal and communication skills, able to translate technical and operational issues into executive-level insights for informed decision-making.
•    Global Perspective: Experience leading teams across multiple regions, understanding cultural and operational differences, and scaling services for a global workforce.
•    Team Leadership & Talent Development: Skilled at mentoring, scaling, and managing managers and global teams to deliver high-performing, accountable, and user-centric services.

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