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Director, Service Desk - US-Based at Toptal - ApplyBlast

Director, Service Desk - US-Based

Toptal

5 months ago

3.6 on Glassdoor

Remote

Contract

Senior

0 applicants

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About this role

A senior leader to architect, build, and scale a next-generation Service Desk / Client Service Center within a Managed Services Provider (MSP) environment.

Responsibilities

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 aligned to client segments
Establish ITSM best practices while adapting for client-specific flexibility
Leverage automation, AI, and virtual agents to augment human support

Skills

Qualifications

Bachelor’s degreeITIL

About Toptal

toptal.com

Headquarters

Debre Werk’, Amhara, Ethiopia

Company Size

1001-5000 employees

Founded

2010

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Toptal is an online talent marketplace that connects companies with freelance professionals, primarily in software development, design, finance, project management, and product management. It vets applicants and provides businesses with access to remote contractors and consultants for short- and long-term work.