Director, IT Service Desk

📋 Description

• Lead & Inspire a Global Team: Provide strategic direction and leadership for a distributed
• Run the Service Desk as a Product: Treat the Service Desk as a core IT product with defined
• Drive a Self-Service and Automation Mindset: Champion an automation-first approach that eliminates
• Leverage GenAI for Transformation: Lead the adoption of Generative AI to transform IT support, from
• Build and Own the Service Catalog: Partner with IT product leadership to define, maintain, and
• Own IT Change Management: Take responsibility for IT change management processes, ensuring changes

🎯 Requirements

• Work Location: Must be available on-site 4 days per week at our Santa Clara, CA or St. Louis, MO
• Seasoned IT Leader: 12+ years of IT experience with 7+ years leading large-scale, global Service
• Strategic Operator with a Product Mindset: Experienced in working within an IT product operating
• Automation & AI Advocate: Proven record of driving self-service adoption and automation at
• People Leader & Talent Builder: Mentor who develops leaders, builds high-performing teams, and
• Data-Driven Decision Maker: Expert at using ITSM metrics and analytics to identify trends, guide