Director, Service Desk

🕒 Maio 6

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Toptal

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2010

🤝 B2B

🎯 Recrutamento

🏪 Marketplace

💰 Seed Round em 2012-06

B2B • Recruitment • Marketplace

Toptal é uma rede exclusiva dos melhores freelancers do mundo — desenvolvedores de software, designers, especialistas em marketing, especialistas em finanças, gerentes de produto e gerentes de projetos. A empresa oferece às organizações acesso a profissionais altamente qualificados para enfrentar seus projetos mais importantes. As soluções da Toptal permitem que as empresas contratem, com rapidez e flexibilidade, talentos de ponta para diversas funções, incluindo desenvolvedores, designers e especialistas em finanças, entre outras. Esses profissionais são rigorosamente testados e avaliados para garantir alta qualidade e uma excelente taxa de sucesso de contratação após período de teste, de 98%. Com presença global e foco na adoção de competências avançadas, como blockchain e IA, a Toptal está liderando o futuro do trabalho sob demanda. As empresas contam com a Toptal para acessar talento freelancer de alta qualificação em vários setores, garantindo que possam formar equipes extraordinárias com rapidez e eficiência, conforme as necessidades de cada projeto.

Descrição

• Define and execute a next-generation MSP service desk strategy centered on high-touch, white-glove client experience. • Position the service desk as a value driver (client satisfaction, retention, upsell), not just a cost center. • Develop tiered service offerings (e.g., standard vs. premium/concierge support models) aligned to client segments. • Embed client-specific context into service delivery, ensuring support interactions reflect each client’s environment, priorities, and user needs. • Stand up initial service center operations using a distributed, cross-functional contributor model. • Establish intake channels (portal, chat, phone, dedicated client lines) with priority routing for high-touch clients. • Create foundational SOPs, playbooks, and client-specific runbooks. • Launch a knowledge-centered service (KCS) model tailored to client environments. • Define early SLAs / XLAs with an emphasis on experience-level outcomes, not just resolution speed. • Establish clear ownership models to ensure every request is tracked, managed, and resolved end-to-end. • Transition to a dedicated, client-aligned service desk organization with named ownership models. • Introduce pod-based or client-aligned support structures (e.g., service pods, technical account alignment). • Develop workforce strategy including skill-based routing, coverage models, and high-touch escalation paths. • Introduce automation to improve efficiency while preserving high-touch, human-led interactions for critical and high-value client engagements. • Build a concierge-level support tier for high-value clients and critical services. • Own end-to-end client support experience, measured through both operational and experiential metrics. • Implement and track KPIs including CSAT, XLAs, FCR, and MTRS. • Act as a senior escalation point for high-priority client issues. • Partner with Client Success, Account Management, and Delivery teams to ensure aligned, seamless client engagement. • Ensure consistent, proactive communication with clients throughout the issue lifecycle, eliminating the need for follow-ups or escalation for status visibility. • Establish ITSM best practices (Incident, Request, Problem, Change) while adapting for client-specific flexibility. • Build real-time dashboards and client-facing reporting that demonstrate value and transparency. • Drive proactive and preventative support through trend analysis, recurring issue identification, and environment-level insights. • Implement service reviews and feedback loops with clients to continuously refine delivery. • Leverage automation, AI, and virtual agents to augment (not replace) human support. • Introduce predictive and proactive support capabilities using analytics and telemetry. • Continuously benchmark against leading MSP and enterprise service models. • Evolve the service model to prioritize client experience, ownership, and business impact—not just ticket resolution. • Finalize a target operating model. • Implement customer facing proactive support functions.

🎯 Requisitos

• Bachelor’s degree is required. • 8-12+ years of experience in IT support, service desk, or managed services operations. • Proven track record building or transforming service desk / service center functions (0→1 or major redesign). • Experience operating in MSP or multi-client environments with competing priorities. • Demonstrated success scaling from decentralized support models to structured service organizations. • Deep understanding of ITSM disciplines (Incident, Request, Problem, Change Management) with practical application of frameworks (e.g., ITIL). • Experience designing service models including SLAs, XLAs, escalation paths, and tiered support structures (L0–L3). • Strong understanding of service economics (cost-to-serve, staffing models, volume drivers). • Hands-on experience with service platforms (e.g., ServiceNow, Jira Service Management, Zendesk). • Experience implementing automation, knowledge management (KCS), and self-service support models. • Familiarity with AI-enabled support tools (virtual agents, triage automation) and reporting/dashboarding. • Experience designing and scaling operating models (client-aligned, pod-based, or hybrid support structures). • Proven ability to balance high-touch client experience with operational efficiency and scale. • Experience working directly with enterprise clients, including managing escalations and participating in service reviews (QBRs/MBRs). • Demonstrated impact on client satisfaction, retention, and expansion (e.g., CSAT, NPS improvements). • Strong leadership presence with ability to drive accountability, influence cross-functional teams, and operate effectively in ambiguous, fast-paced environments. • Outstanding written and verbal communication skills. • Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.

🏖️ Benefícios

• Participation in a 401(k) retirement plan • Medical, dental, and vision health insurance plans • Basic life insurance coverage • Short-term and long-term disability coverage • Access to flexible spending, dependent care, and health savings accounts • Access to telehealth virtual doctors • An employee assistance program • Flexible paid time off