Senior Manager/Director, IT Enterprise Service Desk

Suffolk; Boston, City of Rochester (MA, NY); On-site; USD 90,000 - 150,000; Full time

Job summary

An innovative company is seeking a Director of Enterprise Service Desk to lead the transformation of IT support services. This pivotal role involves designing a unified service delivery model that enhances employee experience and integrates cutting-edge technologies like automation and AI. You will partner with various departments to ensure seamless service delivery and operational excellence. With a focus on strategic leadership and continuous improvement, this position offers the opportunity to shape the future of IT support in a dynamic, multi-site organization. If you are passionate about driving change and innovation, this is the role for you.

Qualifications

• 10+ years in IT service management with senior leadership experience.
• Proven track record in establishing enterprise service desks.

Responsibilities

• Build and scale a unified enterprise service desk model.
• Drive integration of automation and AI for enhanced service performance.

Skills

IT Service Management

Enterprise Support Leadership

Automation

AI Integration

Employee Experience Focus

Education

Bachelor’s degree in IT

Master’s degree in related discipline

Tools

ServiceNow

Jira Service Management

Azure DevOps

Job description

Overview

A transformational technology leader is sought to design and implement a world-class, enterprise-wide Unified Service Desk (USD). TheDirector of Enterprise Service Desk (Transformation)will oversee the creation and rollout of a unified service delivery model that functions as the single point of contact for all technology-related requests across a large, multi-site organization.

This role will drive the modernization of IT support services using best-in-class frameworks such as ITSM, SIAM, and ESM, while integrating emerging innovations in automation, AI, and user-centric support. A strong focus on employee experience, proactive service, and enterprise alignment is essential for success.

Responsibilities

Key Responsibilities:

Strategic Leadership

• Build and scale a unified enterprise service desk model to serve all departments and functions across the organization.
• Develop and execute a transformation roadmap aligned to organizational digital strategy and business goals.
• Lead the evolution toward an experience-focused, outcome-based service model.
• Integrate modern service management methodologies (ITIL 4, SIAM, ESM) to ensure agility, governance, and scalability.

Enterprise Integration

• Partner with cross-functional teams to standardize service levels and workflows across varied environments (corporate, field, etc.).
• Align service delivery with enterprise functions such as HR, Legal, Finance, and Procurement.
• Establish governance structures to ensure accountability and service consistency across geographies.

Operational Excellence

• Define and monitor KPIs and experience level agreements (XLAs) to evaluate service performance.
• Create a culture of continuous improvement supported by feedback loops and performance insights.
• Lead development of a knowledge base and self-service infrastructure with AI-enabled support tools.
• Manage vendor relationships and SLAs using SIAM principles.

Technology & Innovation

• Drive the integration of automation, AI, and predictive analytics to enhance service desk performance.
• Develop intelligent service catalogs and personalized workflows for a seamless end-user experience.
• Stay abreast of emerging trends (Service 4.0, mobile-first support, digital twin models) to ensure future-ready support capabilities.

People & Culture

• Lead a high-performing service desk team with a focus on accountability, agility, and innovation.
• Champion a service-oriented mindset that prioritizes employee experience across the organization.
• Provide mentorship and coaching to cultivate ownership, empathy, and responsiveness.

Qualifications

Qualifications:

Required

• Bachelor’s degree in IT, Business Administration, or a related discipline (Master’s preferred).
• 10+ years in IT service management or enterprise support leadership, including 5+ years in a senior role.
• Proven experience establishing enterprise service desks or ESM programs in multi-site or field-driven environments.

Preferred

• ITIL 4 certification required; additional certifications in SIAM, HDI, ISO/IEC 20000, or COBIT preferred.
• Experience with platforms such as ServiceNow, Jira Service Management, and Azure DevOps.
• Familiarity with support operations in complex industries is highly desirable.

Working Conditions

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.

EEO Statement

Suffolk provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, pregnancy or maternity, national origin, citizenship, genetic information, disability, protected veteran, gender identity, age or any other status protected by law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Suffolk will not tolerate any unlawful discrimination toward, or harassment of, applicants or employees by anyone at Suffolk, or anyone working on behalf of Suffolk.