Remote IT Service Desk Operations Director

CAI; Pennsylvania; Remote; USD 106.000 - 141.000; Vollzeit

Zusammenfassung

CAI is seeking a Director of Service Desk Operations to lead a global service desk, ensuring high-quality IT support for CAI and clients. The role requires strategic oversight of day-to-day operations, staffing, and process optimization while aligning with business goals. Remote, full-time salaried position with occasional travel.

Candidates must be eligible to work in the US without sponsorship. You will drive ITIL-aligned service delivery and collaborate across functions to enhance customer

Qualifikationen

• Bachelor’s degree in IT or related field.
• 8–10 years in IT service management with 5+ in leadership.
• Strong ITIL knowledge and implementation experience.
• Proven ability to lead, mentor, and communicate effectively.
• Experience with service desk tools and technologies.

Aufgaben

• Lead and manage the service desk team, including recruitment, training, and performance management.
• Develop and implement service desk policies, procedures, and best practices to ensure efficient and effective support operations.
• Monitor and analyze service desk performance metrics to identify areas for improvement and implement corrective actions.
• Collaborate with other business areas to ensure seamless support for all IT services and projects.
• Assist in managing the service desk budget including forecasting and cost control.
• Ensure compliance with ITIL standards and other relevant frameworks.
• Drive continuous improvement initiatives to enhance service desk efficiency and customer satisfaction.
• Handle escalations and complex issues, providing guidance and resolution.
• Maintain up-to-date knowledge of industry trends and emerging technologies.
• Support Request for Proposals (RFP) for new business pursuits by providing technical expertise and input on service desk capabilities and solutions.
• Build and maintain strong relationships with key stakeholders to understand their needs and ensure service desk alignment with business objectives.
• Manage relationships with external vendors and service providers to ensure the delivery of high-quality services and products.
• Ensure ongoing training and development programs for service desk staff to keep skills current and meet evolving business needs.

Kenntnisse

Leadership

ITIL

Service Desk Operations

Budget Management

Communication

Recruitment

Training

Ausbildung

Bachelor’s degree in Information Technology, Computer Science, or related field

Jobbeschreibung

CAI is seeking a Director of Service Desk Operations to lead a global service desk, ensuring high-quality IT support for CAI and clients. The role requires strategic oversight of day-to-day operations, staffing, and process optimization while aligning with business goals. Remote, full-time salaried position with occasional travel.

Candidates must be eligible to work in the US without sponsorship. You will drive ITIL-aligned service delivery and collaborate across functions to enhance customer