Director Service Desk

We are seeking an experienced and visionary Director of IT Service Desk to lead our organization's service desk operations. The ideal candidate will oversee the strategic planning, management, and delivery of IT support services to ensure excellent customer experience, efficient incident resolution, and continuous improvement of IT service desk processes. This position requires strong leadership skills, technical expertise, and a customer-focused approach to align IT support with the organization's business goals.
What you will do:
Develop and execute the IT service desk strategy to support organizational objectives.
Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality IT support delivery.
Collaborate with senior IT leadership to align service desk operations with broader IT and business strategies.
Lead, mentor, and develop a Managed Service Provider for the service desk, fostering a culture of excellence and collaboration.
Define team roles and responsibilities, ensuring adequate staffing and skill development.
Drive employee engagement and retention through effective communication, recognition, and professional growth opportunities.
Oversee day-to-day service desk operations, ensuring timely and efficient resolution of incidents, requests, and problems.
Continuously evaluate and improve service desk workflows, tools, and technologies to optimize efficiency and user satisfaction.
Ensure compliance with ITIL practices, change management processes, and organizational policies.
Act as the primary point of contact for escalations, ensuring swift resolution and maintaining high customer satisfaction.
Drive initiatives to improve the end-user experience, including user education, self-service resources, and proactive communication.
Conduct regular satisfaction surveys and leverage feedback to enhance IT support services.

WHO YOU ARE
Education: Bachelor's degree in information technology, Computer Science, or a related field. 
Experience: Minimum of 8 years of experience working with the ServiceNow platform, with at least 5 years in a leadership role within a similar-sized global organization, managing a diverse technology team across time zones.  
Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scale 
Leadership Skills: Proven ability to lead and inspire a team of technology professionals, fostering a culture of collaboration and continuous improvement.  
Strategic Thinking: Strong strategic thinking and problem-solving skills, with the ability to develop and execute a long-term technology vision.  
Communication Skills: Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.  
Fortive Corporation Overview
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
Ready to move your career forward? Find out more at careers.fortive.com.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at ******.

Pay Range
The salary range for this position (in local currency) is 152,600.00 - 283,400.00