Lead, Enterprise Service Desk – 24/7 MSP (Remote)

Xtium; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

XTIUM is seeking a seasoned Service Desk Leader to guide a large team of technicians, drive service excellence, and implement strategies that elevate the customer experience. You will own operations from staffing and training to reporting and continuous improvement, ensuring adherence to ITIL processes and SLAs.

You will lead with a focus on first-contact resolution, KPIs, and strong collaboration with other IT teams to resolve complex issues, while providing coaching and development in a

Qualifications

• 5 years of supervisory/managerial experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong coaching skills and a focus on continuous improvement.
• ServiceNow ITSM platform experience.
• ITIL Certification.
• Incident, request, problem, change and major incident management experience.
• A bachelor's degree or equivalent in Computer Science, Information Systems, or related field.
• Strong technical background.
• Excellent analytical and problem-solving skills.
• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment.
• Ability to work under pressure.

Responsibilities

• Lead a large team of technicians and drive development of a high-performing service desk organization.
• Develop and implement strategies to optimize service delivery across the customer experience.
• Be accountable for team outcomes and customer satisfaction.
• Produce and present operational reporting and service reviews to leadership and clients.
• Plan capacity and staffing for a 24/7 desk, including peak-hour coverage.
• Ensure ITIL processes are followed and knowledge base is current.
• Oversee training and development programs for team skills.
• Monitor KPIs such as CSAT, incident/resolution times, and first-contact resolution.
• Drive first-contact resolution and QA, including audits and coaching.
• Conduct quality-of-service reviews and follow-up coaching for improvements.
• Manage team schedules and adherence to SLAs.
• Collaborate with other IT departments to resolve complex issues.
• Engage with clients for feedback and relationship growth.
• Stay current with industry trends and emerging technologies.
• Explore new technologies and processes to improve service delivery.

Skills

Leadership

Communication

Coaching

Analytical thinking

Education

Bachelor's degree in Computer Science / Information Systems or related field

Tools

ServiceNow ITSM

Job description

XTIUM is seeking a seasoned Service Desk Leader to guide a large team of technicians, drive service excellence, and implement strategies that elevate the customer experience. You will own operations from staffing and training to reporting and continuous improvement, ensuring adherence to ITIL processes and SLAs.

You will lead with a focus on first-contact resolution, KPIs, and strong collaboration with other IT teams to resolve complex issues, while providing coaching and development in a