Senior Manager/Director, IT Enterprise Service Desk
US-MA-Boston
Suffolk Construction Company
Req #: 9057
Type: Regular Full-Time
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Overview: 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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