Service Desk Lead 68939

Hitachi; Dallas (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

Hitachi Digital Services is seeking an experienced Service Desk Supervisor to lead global 24x7 IT support operations and ensure top-tier end-user experiences across diverse user bases. You will monitor queues, manage major incidents, enforce SLAs, and drive timely resolutions, while coaching analysts and aligning resources with business priorities.

Collaborating with Infrastructure, Network, Cloud, Application, and End User Computing teams, you will cultivate a culture of accountability,

Qualifications

• 10+ years in IT Service Desk or End User Support environments.
• 3–5 years leading Service Desk teams.
• Experience managing global or 24x7 support operations.
• Hands-on experience with ITSM platforms (ServiceNow) including reporting and dashboards.
• Knowledge of ITIL processes (Incident, Request, Problem, Change).
• Technical expertise with Microsoft 365, AD/Azure AD, Windows, remote tools, basic networking.
• Strong metrics focus: SLA compliance, FCR, MTTR, CSAT, backlog aging, knowledge management.

Responsibilities

• Lead day-to-day Service Desk operations across multiple channels (phone, chat, email, self-service).
• Monitor queues, ensure SLA/OLA compliance, manage major incidents and communications.
• Coach and develop Service Desk Analysts, schedule shifts and allocate resources.
• Analyze KPI dashboards and drive continuous service improvement initiatives.

Skills

IT Service Desk

Team leadership

Global support

Coaching

Stakeholder mgmt

Conflict resolution

ITIL knowledge

Communication

Technical IT skills

Tools

ServiceNow

Job description

Function

Enterprise Applications

Our Company

We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job description

Meet Our Team

Join a high-performing Global Service Desk team that serves as the first point of contact for IT support across a diverse customer base worldwide. Our team is dedicated to delivering exceptional end-user experiences through effective incident resolution, proactive communication, and continuous service improvement. Working in a fast-paced 24x7 environment, you will collaborate closely with Infrastructure, Network, Cloud, Application, and End User Computing teams to ensure seamless IT operations while fostering a culture of accountability, teamwork, and customer excellence.

What You’ll Be Doing

As a Service Desk Supervisor, you will lead day-to-day Service Desk operations across multiple support channels, including phone, chat, email, and self-service portals, supporting global customers. You will monitor ticket queues, ensure compliance with SLAs and OLAs, manage major incident communications, and drive timely issue resolution. You will coach and develop Service Desk Analysts, conduct ticket quality reviews, oversee shift scheduling and resource allocation, and ensure adherence to knowledge management and operational procedures. Additionally, you will analyze KPI dashboards, prepare customer and leadership reports, and drive continuous service improvement initiatives focused on enhancing service quality, operational efficiency, and customer satisfaction.

What You Bring to the Team

• 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 expertise in coaching, mentoring, stakeholder management, and conflict resolution.
• Hands‑on experience with ServiceNow or similar ITSM platforms, including reporting and dashboard creation.
• Knowledge of ITIL frameworks and Incident, Request, Problem, and Change Management processes.
• Technical expertise in Microsoft 365, Active Directory/Azure AD, Windows operating systems, remote support tools, and basic networking concepts.
• Strong understanding of Service Desk performance metrics, including SLA Compliance, First Call Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Ticket Reopen Rate, Backlog Aging, Agent Utilization, Quality Audit Scores, and Knowledge Management effectiveness.
• Experience driving Continuous Service Improvement (CSI) initiatives and operational excellence.
• Excellent verbal and written communication skills with a strong customer-focused mindset.

About us

We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data‑driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit‑based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry‑leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.