Director, IT, Global - Service Desk

OverviewDirector, IT, Global - Service Desk – GavinHeath is partnering with a client in Denver, CO looking to add a Director, IT, Global to their team. The role is responsible for leading the Service Desk function that comprises IT Helpdesk, Desktop Administration, Monitoring Critical Systems, Major Incident Management, and provides worldwide support for internal customer questions, incidents, and service-related requests. This is an exciting opportunity to build and improve a global service desk that will support a successful and fast-growing company.Essential Job FunctionsManage, build, and develop a globally deployed customer-focused team for IT Service Desk, including IT Helpdesk, Desktop Administration, Monitoring Critical Systems, and Major Incident ManagementManage key relationships to ensure services are aligned and delivered to business requirementsCollaborate with CIO leadership team and internal business partners to identify and evolve service offeringsImprove quality and timeliness of IT Service Desk with a customer-focused approachSet specific service level expectations and measure performance against themAssist in determining, documenting, and measuring performance against SLAs/KPIsImplement continuous improvement in efficiency, reliability, and performance of IT servicesAct as escalation point for both customers and IT helpdesk staff when issues require elevatingLead technology strategy, roadmap, standards, processes, and compliance to standards for IT Service DeskResponsibilitiesOversee global environment, including local network & storage, laptops, tablets, cloud services, and device managementEstablish and refine processes, tools, and methods used by the IT Service Desk to provide exceptional support and servicesDevelop and maintain policies and proceduresEnsure patching of desktops, laptops, and workstations remain within complianceEnsure service desk is functional 24x7 with out-of-hours support available to resolve issuesAdopt "Shift Left” approach (e.g., automate/self-service as much Tier 1 support as possible)Drive consistency of processes across global servicesUnderstand and comply with the company's Acceptable Use Policy and applicable industry standardsJob Requirements10+ years of progressive IT or technology experience7+ years of leadership experience managing a global IT service deskBachelor's degree from an accredited institution or equivalent experience requiredExperience collaborating with peers and business partners to determine needs and develop technical solutionsAbility to work under pressure and manage multiple prioritiesStrong leadership skills with ability to motivate teams and achieve goalsExperience implementing ITSM with measurable improvements to user experienceStrong people management, budget management, and process development experienceExcellent customer service, written, and oral communication skillsAbility to communicate effectively at all levels of the organizationITIL implementation experience (current qualification preferred)Experience with Agile methodologies desirableTravel up to 15% (may increase over time as business evolves)GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws. #J-18808-Ljbffr

Created: 2025-09-21