Atlas Systems - Director - IT Support/Service Desk (10-15 yrs)

Position Summary :

We are seeking a strategic and hands-on Director IT Support / Service Desk Manager to lead our IT support function and oversee client-facing delivery teams. This role is responsible for the stability and performance of all internal IT services, while also ensuring quality and SLA-driven delivery of end-user support for external clients. The ideal candidate brings a strong background in IT operations, service management, and team leadership across both enterprise and client environments.

Key Responsibilities :

- Lead and manage the IT Support function, ensuring availability, responsiveness, and reliability of systems and services for employees.

- Oversee all Service Desk operations supporting both internal users and external client environments.

- Manage client delivery teams providing IT support services; ensure delivery is aligned with contractual commitments, SLAs, and customer satisfaction goals.

- Implement and maintain ITIL-based service management processes (incident, request, problem, change, asset).

- Drive operational excellence by developing and tracking KPIs, SLAs, and CSAT metrics; produce regular performance and trend reports.

- Act as the escalation point for critical incidents impacting internal or client systems; lead root cause analysis and resolution plans.

- Manage the ITSM platform (e.g., ServiceNow, JIRA), including self-service portals, automation, and knowledge management.

- Develop and maintain comprehensive knowledge base and standard operating procedures for both internal and client support.

- Coordinate with infrastructure, cybersecurity, and application teams to ensure compliance, access control, and system integrity.

- Oversee IT onboarding/offboarding, endpoint management, procurement, and vendor contracts related to IT support services.

- Lead continuous service improvement initiatives to enhance efficiency, scalability, and quality of service delivery.

- Collaborate with Account Management and Client Success teams to support client engagement and renewals.

Qualifications :

- Bachelor's degree in Information Technology, Computer Science, or related field. ITIL Foundation (or higher) and relevant certifications preferred.

- 8+ years of IT operations and support experience, with 4+ years in a leadership role overseeing both internal IT and client service delivery.

- Proven experience managing multi-tier support teams and distributed client environments.

- Strong understanding of ITSM tools and frameworks (e.g., ITIL, HDI).

- Ability to lead teams through change and scale operations to meet business growth.

- Experience supporting hybrid work environments, SaaS platforms, cloud infrastructure (e.g., Microsoft 365, Azure AD), and endpoint management tools.

- Strong communication, organizational, and stakeholder engagement skills.