Senior Manager/Director, IT Enterprise Service Desk
US-MA-Boston
Suffolk Construction Company
Req #: 9057
Type: Regular Full-Time
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Overview: About Suffolk Suffolk is a national enterprise that builds, innovates and invests. Suffolk is an end-to-end business that provides value throughout the entire project lifecycle by leveraging its core construction management services with vertical service lines that include real estate capital investment, design, self-perform construction services, technology start-up investment (Suffolk Technologies) and innovation research/development. Suffolk - America's Contractor - is a national company with more than $5.0 billion in annual revenue, 2,600 employees, and main offices in Boston (headquarters), New York City, Miami, West Palm Beach, Tampa, Estero, Dallas, Los Angeles, San Francisco, and San Diego. Suffolk manages some of the most complex, sophisticated projects in the country, serving clients in every major industry sector, including healthcare, life sciences, education, gaming, transportation/aviation, government, mission critical and commercial. Suffolk is privately held and is led by founder, chairman and CEO John Fish. Suffolk is ranked #8 on ENR's list of "Top CM-at-Risk Contractors." For more information, visit www.suffolk.com and follow Suffolk on Facebook, Twitter, LinkedIn, YouTube, and Instagram. At Suffolk, we believe that our total rewards program should offer you and your family the support you need when it matters most. That's why we have created a program that provides employees with access to a wide variety of options that can be personalized to support you and your loved ones physically, emotionally, and financially. Benefits include, competitive salaries, auto allowances and gas cards for certain roles, access to market leading medical and emotional and mental health benefits, dental, and vision insurance plans, virtual care options for physical therapy and primary care, generous paid time off, 401k plan with employer match and access to expert financial resources, company paid and voluntary life insurance, tax deferred savings accounts, 10 backup daycare days each year, short- and long-term disability, commuter benefits and more. For more information, click here. The Role: A transformational technology leader is sought to design and implement a world-class, enterprise-wide Unified Service Desk (USD). The Director of Enterprise Service Desk (Transformation) will oversee the creation and rollout of a unified service delivery model that functions as the single point of contact for all technology-related requests across a large, multi-site organization. This role will drive the modernization of IT support services using best-in-class frameworks such as ITSM, SIAM, and ESM, while integrating emerging innovations in automation, AI, and user-centric support. A strong focus on employee experience, proactive service, and enterprise alignment is essential for success. Responsibilities: Key Responsibilities: Strategic Leadership * Build and scale a unified enterprise service desk model to serve all departments and functions across the organization. * Develop and execute a transformation roadmap aligned to organizational digital strategy and business goals. * Lead the evolution toward an experience-focused, outcome-based service model. * Integrate modern service management methodologies (ITIL 4, SIAM, ESM) to ensure agility, governance, and scalability. Enterprise Integration * Partner with cross-functional teams to standardize service levels and workflows across varied environments (corporate, field, etc.). * Align service delivery with enterprise functions such as HR, Legal, Finance, and Procurement. * Establish governance structures to ensure accountability and service consistency across geographies. Operational Excellence * Define and monitor KPIs and experience level agreements (XLAs) to evaluate service performance. * Create a culture of continuous improvement supported by feedback loops and performance insights. * Lead development of a knowledge base and self-service infrastructure with AI-enabled support tools. * Manage vendor relationships and SLAs using SIAM principles. Technology & Innovation * Drive the integration of automation, AI, and predictive analytics to enhance service desk performance. * Develop intelligent service catalogs and personalized workflows for a seamless end-user experience. * Stay abreast of emerging trends (Service 4.0, mobile-first support, digital twin models) to ensure future-ready support capabilities. People & Culture * Lead a high-performing service desk team with a focus on accountability, agility, and innovation. * Champion a service-oriented mindset that prioritizes employee experience across the organization. * Provide mentorship and coaching to cultivate ownership, empathy, and responsiveness. Qualifications: Qualifications: Required * Bachelor's degree in IT, Business Administration, or a related discipline (Master's preferred). * 10+ years in IT service management or enterprise support leadership, including 5+ years in a senior role. * Proven experience establishing enterprise service desks or ESM programs in multi-site or field-driven environments. Preferred * ITIL 4 certification required; additional certifications in SIAM, HDI, ISO/IEC 20000, or COBIT preferred. * Experience with platforms such as ServiceNow, Jira Service Management, and Azure DevOps. * Familiarity with support operations in complex industries is highly desirable.
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