Director, Service Desk

🕒 May 6

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Toptal

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

🤝 B2B

🎯 Recruiter

🏪 Marketplace

💰 Seed Round on 2012-06

B2B • Recruitment • Marketplace

Toptal is an exclusive network of the top freelance software developers, designers, marketing experts, finance experts, product managers, and project managers in the world. The company provides businesses with access to highly skilled professionals to tackle their most important projects. Toptal's offerings allow companies to quickly and flexibly hire top talent for various roles, including developers, designers, and finance experts, among others. These professionals are rigorously tested and vetted to ensure high quality and an excellent trial-to-hire success rate of 98%. With a global presence and a focus on embracing advanced skills such as blockchain and AI, Toptal is leading the future of on-demand work. Companies rely on Toptal for high-skilled freelance talent across various sectors, ensuring they can build amazing teams rapidly and efficiently as per their project needs.

📋 Description

• 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.

🎯 Requirements

• 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. • You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.

🏖️ Benefits

• Remote work • Competitive salary