🛠 Tech Stack

💼 About This Role

You'll architect and scale a next-generation service desk that redefines support as a high-touch, client-centric model. You'll drive client satisfaction, retention, and expansion through context-aware service delivery.

🎯 What You'll Do

• Define and execute MSP service desk strategy focused on white-glove experience
• Stand up service center operations with distributed cross-functional model
• Transition to dedicated client-aligned service desk with named ownership
• Implement ITSM best practices and real-time dashboards for client transparency

📋 Requirements

• 10+ years in IT service delivery leadership within an MSP environment
• Proven track record building and scaling service desk operations from scratch
• Deep expertise in ITSM frameworks (ITIL, KCS) and experience-level agreements
• Experience with client relationship management in a B2B context

✨ Nice to Have

• Familiarity with automation and AI-driven support tools
• Experience in a high-growth, remote-first company
• Background in premium/concierge support models

🎁 Benefits & Perks

• 🏖️ Remote-first culture with global team
• 💰 Competitive compensation (estimated range based on leadership role)
• 🏥 Health benefits (likely included, not specified)
• 📚 Professional development opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

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