🛠 Tech Stack

💼 About This Role

You'll architect and scale a next-generation Service Desk within a global MSP environment, redefining support into a high-touch, client-centric model. You'll build a service organization that drives client satisfaction, retention, and expansion as a strategic differentiator.

🎯 What You'll Do

• Define next-gen MSP service desk strategy centered on high-touch client experience
• Stand up initial service center with intake channels and SOPs
• Transition to dedicated pod-based support structures with named ownership
• Drive proactive support through trend analysis and client feedback loops

📋 Requirements

• 10+ years of experience in IT service management or service desk leadership
• Proven experience building a service desk from scratch within an MSP environment
• Deep knowledge of ITSM frameworks like ITIL and experience-level agreements (XLAs)
• Experience managing distributed, remote teams across multiple time zones

✨ Nice to Have

• Experience with automation and AI in service delivery
• Knowledge of KCS (Knowledge-Centered Service) principles
• Familiarity with client success and account management practices

🎁 Benefits & Perks

• 🌍 Remote-first culture with global team
• 💼 Competitive compensation (estimated salary range)
• 🏖️ Flexible PTO
• 📈 Career growth in a high-impact leadership role
• 🏠 Work from anywhere in the US

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical/Leadership Assessment· 60 min