Global Service Desk Lead - 24x7 IT Support & CSI

Hitachi Digital Services; Addison (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Industry-leading benefits

Flexible work arrangements

Equal opportunity employer

Job summary

Hitachi Digital Services in Addison, TX is seeking a Service Desk Supervisor to lead our global, 24x7 IT service desk. You will oversee multi-channel support, ensure SLA adherence, and drive incident resolution while coaching analysts and coordinating scheduling.

You will apply ITIL practices, manage major incidents, and analyze KPI dashboards to drive continuous service improvement. This role offers a path in a fast-paced, customer-focused environment with diverse, global teams.

Qualifications

• 10+ years in IT Service Desk, Technical Support, or End User Support.
• 3–5 years leading or supervising Service Desk teams.
• Experience managing global or distributed 24x7 support operations.
• Strong leadership with coaching, mentoring, and stakeholder management.
• Hands-on experience with ServiceNow or similar ITSM platforms including reporting.
• Knowledge of ITIL processes: Incident, Request, Problem, Change.
• Technical proficiency in Microsoft 365, Active Directory/Azure AD, Windows, and basic networking.
• Strong Service Desk metrics knowledge (SLA, FCR, MTTR, CSAT, etc.).
• Experience driving Continuous Service Improvement and operational excellence.
• Excellent verbal and written communication with customer focus.

Responsibilities

• Lead day-to-day Service Desk operations across multiple channels (phone, chat, email, self-service).
• Monitor ticket queues, ensure SLA/OLA compliance, manage major incidents.
• Coach and develop Service Desk Analysts; conduct quality reviews and scheduling.
• Ensure knowledge management and operational procedures adherence.
• Analyze KPI dashboards and prepare reports for customers and leadership.
• Drive continuous service improvement initiatives to enhance quality and efficiency.

Skills

IT Service Desk

Team Leadership

Global 24x7 Support

Coaching & Mentoring

ITIL Frameworks

Microsoft 365

Active Directory/Azure AD

Windows & Networking Basics

Tools

ServiceNow

ITSM Platforms

Reporting & Dashboards

Job description

Hitachi Digital Services in Addison, TX is seeking a Service Desk Supervisor to lead our global, 24x7 IT service desk. You will oversee multi-channel support, ensure SLA adherence, and drive incident resolution while coaching analysts and coordinating scheduling.

You will apply ITIL practices, manage major incidents, and analyze KPI dashboards to drive continuous service improvement. This role offers a path in a fast-paced, customer-focused environment with diverse, global teams.