Director of Client-Centric Service Desk

Transform the Service Desk experience at Toptal by leading a high-touch, client-focused environment in a fully remote setting. Drive operational excellence and innovation to enhance client satisfaction.
Toptal is looking for a Director to architect a new vision for its Service Desk within a Managed Services Provider framework. This role requires a strategic thinker with extensive experience in IT service management to create a service model that prioritizes personalized support and strengthens client partnerships. Essential skills include leadership, ITSM understanding, and a talent for operational scaling.
Key Responsibilities:
• Design and implement a next-generation service desk model
• Foster client relationships through tailored support strategies
• Build a structured service operation and metrics-driven approach
• Utilize technology to enhance service delivery efficiency
• Monitor service quality and client satisfaction metrics
Requirements:
• 8-12+ yea...