Global Service Desk Lead — 24x7 ITIL & CSI Excellence

Hitachi, Ltd.

Dallas (TX)

On-site

USD 90,000 - 120,000

Full time

8 days ago

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Benefits offered by this job

Flexible work arrangements

Life balance support

Job summary

Hitachi, Ltd. is seeking a Service Desk Supervisor to lead a global, 24x7 IT support operation from Dallas. You will manage multi-channel service delivery, ensure SLA/OLA compliance, and drive incident resolution across infrastructures and applications.

You will coach analysts, oversee shift scheduling, and champion knowledge management. The role requires extensive ITSM experience, hands-on ServiceNow usage, and strong leadership with a customer-focused mindset.

Qualifications

10+ years of IT Service Desk, Technical Support, or End User Support experience.
3 to 5 years of experience leading or supervising Service Desk teams.
Proven experience managing global or distributed 24x7 support operations.
Strong leadership, coaching, and stakeholder management skills.
Hands-on experience with ITSM platforms and reporting/dashboards.

Responsibilities

Lead day-to-day Service Desk operations across phone, chat, email, and self-service portals for global customers.
Monitor ticket queues, ensure SLA/OLA compliance, and manage major incident communications.
Coach and develop Service Desk Analysts and oversee shift scheduling and resource allocation.
Analyze KPI dashboards and prepare reports for customers and leadership.
Drive continuous service improvement to enhance quality and efficiency.