Job Description

Job Summary

We are seeking an innovative and strategic IT Director to lead the design and implementation of

a unified, enterprise-wide IT Service Desk function. This role will play a pivotal part in

modernizing support services, driving organizational alignment, and enhancing the overall employee technology experience across a multi-location operation.

As a leader, you will champion the development of a comprehensive service delivery model that

acts as the centralized point of contact for all IT-related needs. Leveraging best practices in

integrating cutting-edge tools like AI, automation, and predictive analytics, you will build a

future-ready support ecosystem that empowers the business and elevates performance.

Core Responsibilities:

Strategic Direction & Vision

• Architect and implement a unified service desk strategy that serves all business units and operational environments.
• Create and execute a transformation roadmap that aligns with the company’s broader digital and business initiatives.
• Guide the shift to an experience-driven and results-oriented service delivery approach.
• Embed leading service management practices to ensure governance, adaptability, and enterprise cohesion.

Cross-Functional Integration

• Collaborate with stakeholders across departments (HR, Accounting, Legal, Operations, ect.) to unify workflows and standardize service offerings.
• Ensure seamless support delivery across corporate offices, field teams, and remote environments.
• Establish governance models that promote accountability and consistent service quality across the enterprise.

Operational Execution & Excellence

• Define and track key performance indicators (KPIs) and experience-level agreements (XLAs) to measure support outcomes.
• Cultivate a culture of continual improvement using performance metrics and user feedback.
• Develop and maintain a dynamic knowledge base and robust self-service tools powered by AI.
• Oversee third-party service providers and enforce service level agreements.

Technology Enablement & Innovation

• Lead the integration of automation tools, AI-driven workflows, and predictive technologies to enhance service desk responsiveness.
• Introduce intelligent service catalogs and user-personalized experiences to streamline IT interactions.
• Monitor and adopt emerging technologies to ensure sustained innovation and agility.

People Leadership & Culture Development

• Build and manage a service desk team, fostering a culture of accountability, innovation, and service excellence.
• Promote an employee-first mindset focused on empathy, responsiveness, and problem ownership.
• Provide coaching, development, and leadership opportunities to build team capability and resilience.

Qualifications:

Required:

• Bachelor’s degree in Information Technology, Business, or a related field (Master’s preferred).
• A minimum of 10 years’ experience in IT service management or enterprise IT leadership, including 5+ years in a senior management role.
• Demonstrated success in standing up or transforming service desk or ESM operations within distributed or multi-site organizations.
• Background in construction industry.

Preferred:

• ITIL 4 certification required; additional certifications (e.g., SIAM, HDI, COBIT, ISO/IEC 20000) highly desirable.
• Hands-on experience with platforms like ServiceNow, Jira Service Management, Salesforce, CMiC, Autodesk, and Azure DevOps.

Job Tags

Similar Jobs