Global Service Desk Lead - 24/7 Support & CSI Champion

Hitachi Digital Services

Dallas (TX)

On-site

USD 85,000 - 110,000

Full time

14 days+

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Job summary

Hitachi Digital Services is seeking a Service Desk Supervisor to lead global 24x7 IT support, ensuring incident resolution, strong customer communication, and continuous service improvement. You will mentor analysts, manage major incidents, and drive service quality across multiple channels.

Ideal candidates bring 10+ years in IT Service Desk, ITIL knowledge, and hands-on ServiceNow experience. This role emphasizes leadership, accountability, and delivering exceptional end-user support in a

Qualifications

10+ years in IT Service Desk/Support.
Experience leading distributed 24x7 operations.
Familiarity with ITIL processes (Incidents, Requests, Problem, Change).
Proficiency with Microsoft 365 and Windows environments.
Strong IT service management reporting skills.

Responsibilities

Lead day-to-day Service Desk operations across multiple channels (phone, chat, email, self-service).
Monitor ticket queues and ensure SLAs/OLAs are met.
Manage major incident communications and resolutions.
Coach and develop Service Desk Analysts; conduct quality reviews.
Oversee shift scheduling and resource allocation.
Ensure knowledge management and operational procedures are followed.
Analyze KPI dashboards and prepare reports for customers and leadership.
Drive continuous service improvement initiatives to boost quality and efficiency.