Director, IT Service Desk

The role

The Director of IT Service Desk will lead a global organization of L1 and L2 support engineers. This role focuses on transforming IT support into a product through automation, self-service, and Generative AI.

What you will do

• Provide strategic direction and leadership for a distributed organization of L1 and L2 support engineers.
• Run the Service Desk as a core IT product with a service roadmap and measurable outcomes.
• Champion an automation-first approach to eliminate repetitive work.
• Lead the adoption of Generative AI to transform IT support.
• Partner with IT product leadership to build and evolve a service catalog with measurable SLAs.
• Own IT change management processes.
• Establish a knowledge management program using Confluence.
• Enhance Slack as a support channel and expand Assist Bot capabilities.
• Use Digital Experience Management to diagnose and resolve issues.
• Define KPIs and build executive dashboards to measure service quality.

Required qualifications

• 12+ years of IT experience
• 7+ years leading large-scale, global Service Desk or Helpdesk operations in high-growth SaaS or technology environments
• Experienced in working within an IT product operating model
• 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, or similar solutions
• Expert at using ITSM metrics and analytics
• Strong knowledge of ITIL and modern service management practices
• Ability to engage and influence executives, stakeholders, and employees
• Proven ability to lead global IT Service Desk organizations
• Experience applying product management principles within IT
• Expertise in service delivery, ITIL frameworks, and IT change management
• Solid understanding of multi-OS environments (Windows, Mac, ChromeOS) and network/system troubleshooting

Nice to have

• ITIL certification
• Familiarity with Okta, Google Workspace, M365, Kandji, Intune, and SaaS lifecycle management vendors
• Bachelor’s degree or higher in a relevant discipline

Benefits

• Bonus plan
• Stock award program
• Comprehensive health plan

About the company

Netskope is a leader in modern security and networking for the cloud and AI era. The company secures and accelerates cloud, data, and AI in real time.