Global Service Desk Leader

Hitachids; Dallas, Northern (TX, KY); Hybrid; USD 85,000 - 105,000; Full time

Job summary

Hitachi Digital Services is seeking a Service Desk Supervisor to lead a global, 24x7 IT support team. You will manage multi-channel support, ensure SLA adherence, and drive incident resolution while coaching analysts and optimizing operations.

The role emphasizes strong leadership, ServiceNow expertise, and a focus on continuous service improvement to deliver superior end-user experiences.

Qualifications

• 10+ years of IT Service Desk/End User Support experience.
• 3–5 years of leading or supervising Service Desk teams.
• Hands-on experience with ITSM platforms including reporting and dashboards.
• Strong leadership, coaching and stakeholder management skills.
• Excellent communication and customer-focused mindset.

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, manage major incident communications.
• Coach and develop Service Desk Analysts, oversee shift scheduling and resource allocation.
• Analyze KPI dashboards and prepare reports for leadership and customers.
• Drive continuous service improvement to enhance quality and efficiency.

Skills

Leadership

Coaching

Stakeholder management

ServiceNow

ITSM

KPI dashboards

Communication

Tools

ServiceNow

Job description

Hitachi Digital Services is seeking a Service Desk Supervisor to lead a global, 24x7 IT support team. You will manage multi-channel support, ensure SLA adherence, and drive incident resolution while coaching analysts and optimizing operations.

The role emphasizes strong leadership, ServiceNow expertise, and a focus on continuous service improvement to deliver superior end-user experiences.