Associate Director, IT Service Desk
Core
Lead enterprise L1 support functions, manage hybrid workforces (internal + MSPs), and drive service transformation for IT Service Desk and Digital Workplace operations.
Role type
Senior IC IT Service Desk & Digital Workplace Support Director
Builds
Enterprise support services, hybrid support models, and optimized service delivery for key technology platforms
Domain
Healthcare + IT Service Management
Required skills
Enterprise Service Desk leadership, hybrid workforce management, vendor governance, service transformation, financial management, operational analytics, stakeholder influence, organizational change management
Preferred skills
AI-enabled support, automation, self-service adoption, managed service environments, vendor contract negotiation, ServiceNow/Nexthink/Genesys platforms, ITIL v5, Digital Workplace strategy, healthcare industry experience
Technologies
ServiceNow, Nexthink, Genesys, AI-enabled support tools, virtual agents
Responsibilities
Lead enterprise L1 support functions and service escalation management; Provide leadership for hybrid workforce of internal associates and managed service partners; Develop strategies to improve support effectiveness and optimize costs; Drive support transformation initiatives including AI, automation, and self-service adoption; Lead integration of affiliate support organizations into enterprise model; Oversee managed service provider performance and contract negotiations; Establish operational governance and continuous improvement programs
Seniority
Senior, hands-on IC with leadership scope
