Global Service Desk Lead: 24x7 Support & CSI

Hitachi Automotive Systems Americas, Inc.; Dallas (TX); On-site; USD 75,000 - 105,000; Full time

Job summary

Hitachi Digital Services seeks an accomplished Service Desk Supervisor to lead our global 24x7 IT support team. You will drive incident resolution, SLAs, and customer satisfaction while mentoring analysts and coordinating cross-functional collaboration.

You will leverage ITIL practices and ITSM platforms like ServiceNow to deliver proactive reporting, knowledge management, and continuous service improvements across global operations.

Qualifications

• 10+ years of experience in IT Service Desk, Technical Support, or End User Support environments.
• 3 to 5 years of experience leading or supervising Service Desk teams.
• Proven experience managing global or distributed 24x7 support operations.
• Strong leadership skills with coaching, mentoring, and stakeholder management.
• Hands-on experience with ITSM platforms, including reporting and dashboard creation.
• Knowledge of ITIL frameworks and Incident, Request, Problem, and Change Management.

Responsibilities

• Lead day-to-day Service Desk operations across multiple channels (phone, chat, email, self-service portals).
• Monitor ticket queues and ensure SLA/OLA compliance; manage major incident communications.
• Coach and develop Service Desk Analysts; conduct ticket quality reviews; oversee shift scheduling and resource allocation.
• Analyze KPI dashboards and prepare customer/leadership reports; drive continuous service improvement initiatives.
• Maintain knowledge management and operational procedures in line with CSI efforts.

Skills

IT Service Desk Leadership

ServiceNow

ITIL Knowledge

Microsoft 365

Active Directory/Azure AD

Windows OS

Remote Support Tools

KPI Dashboards/Reporting

Stakeholder Management

Customer Focused Servicing

Tools

ServiceNow

Power BI

Job description

Hitachi Digital Services seeks an accomplished Service Desk Supervisor to lead our global 24x7 IT support team. You will drive incident resolution, SLAs, and customer satisfaction while mentoring analysts and coordinating cross-functional collaboration.

You will leverage ITIL practices and ITSM platforms like ServiceNow to deliver proactive reporting, knowledge management, and continuous service improvements across global operations.