Service Desk Lead — Global 24x7 Ops, CSI Champion

Hitachi

Dallas (TX)

On-site

USD 85,000 - 120,000

Full time

14 days+

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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.