Director, IT Service Desk

Run the Service Desk as a Product: Treat the Service Desk as a core IT product with defined ownership, a service roadmap…

Leverage GenAI for Transformation: Lead the adoption of Generative AI to transform IT support, from ticket deflection to intelligent resolution.

Build and Own the Service Catalog: Partner with IT product leadership to define, maintain, and evolve a comprehensive service catalog with clear…

Take responsibility for IT change management processes, ensuring changes are implemented in a controlled, transparent, and agile manner that balances risk and speed.

Must be available on-site 4 days per week at our Santa Clara, CA or St. Louis, MO office.

Strategic Operator with a Product Mindset: Experienced in working within an IT product operating model. Skilled at defining services as products, building roadmaps…

Proven record of driving self-service adoption and automation at scale. Hands-on experience with AI-powered ITSM and employee experience platforms such as MoveWorks, Aisera…

Data-Driven Decision Maker: Expert at using ITSM metrics and analytics to identify trends, guide strategy, and measure outcomes.