Director, Desktop Support

Responsibilities:

• Develop and execute a global service desk strategy ensuring 24/7/365 availability and alignment with corporate objectives.
• Build and lead high-performing teams through recruiting, onboarding, training, and continuous development.
• Establish and track SLOs, KPIs, and operational metrics to measure and improve service delivery.

AI Transformation:

• Champion adoption of AI copilots and agentic tools for L1/L2 technicians to accelerate resolution and improve first-contact resolution.
• Define and track AI-driven efficiency metrics including deflection rate, automated resolution %, and agent time saved.
• Implement AI-powered ticket triage, predictive issue detection, and self-service deflection to reduce Tier 1 volume.

Operational Management:

• Manage annual budget planning, forecasting, and cost optimization for service desk operations.
• Optimize follow-the-sun support across India, US, Philippines, Mexico, and UK locations.
• Ensure integration between service desk platforms and enterprise systems (email, IAM, HRIS).

Compliance and Culture:

• Maintain security and compliance standards (HIPAA, SOC 2) across all service desk technologies.
• Foster a culture of customer service excellence, accountability, and continuous learning.
• Build strong partnerships with HR, Finance, and other corporate functions.