Director - Service Desk Operations

About the role: The position of Director of Service Desk Operations is responsible for the strategic and operational leadership of a 24x7 global service desk and associated end-user support functions, ensuring exceptional customer experience, operational excellence, and adherence to IT Service Management (ITSM) best practices.

This individual will also have a good working knowledge of various technologies we support, including Microsoft, Cisco, and VMWare platforms. The ideal candidate has previously managed a large team of technical support staff and understands the tools and processes required to run a successful customer satisfaction, focused team.? This position requires excellent communication and time management skills.?

Why Dataprise

Dataprise is a private equity–backed company focused on both organic growth and strategic acquisitions of high-performing businesses that align with our philosophies and values.

Our mission is simple: delight our clients and create an outstanding people experience—internally and externally.

We are an employee-focused organization that prioritizes retention, satisfaction, and empowerment. We are committed to helping our team members grow and succeed.

Career Growth & Development

We invest in your future through:

• Internal mobility opportunities

• Continuous learning and upskilling

• Job shadowing programs and career mentorship

• Annual training allowances and LinkedIn Learning licenses for all employees

Wellness & Work-Life Balance

• Comprehensive Wellness and Rewards & Recognition Programs

• Onsite, hybrid and remote work options (may vary by role)

• 10 paid holidays

• Generous PTO

• Company paid Volunteer Time Off

• Parental leave benefits & bonding leave for new parents

Competitive Compensation & Benefits

• Competitive pay

• Comprehensive medical, dental, and vision coverage for you and your family

• Company-paid Employee Assistance Program (EAP)

• 401(k) with company match and immediate vesting

• Company paid short and long-term disability insurance

• Company paid life insurance

• Voluntary supplemental insurance through Aflac

• Voluntary pet insurance through Nationwide Pet

• Flexible Spending Accounts (FSA)

• Health Savings Account (HSA) with employer contributions

• Pre-tax commuter benefits for parking and public transit

Diversity, Equity, Inclusion & Belonging

We are committed to fostering a culture of belonging through a multi-faceted Diversity, Equity, Inclusion & Belonging (DEI&B) program which includes Employee Resource Groups (ERG's).

At Dataprise, you’ll have the opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals in the industry.

Culture & Innovation

• Impactful Work: Employees work on cutting-edge technology including managed IT services, cybersecurity, disaster recovery, incident response, mobility management, IT consulting, cloud and infrastructure, and more.
• Recognition: Recognized as a top employer in IT with awards for values and culture.
• High-Trust Environment: We foster a culture of empowerment, continuous learning, and innovation. Our culture is built around five key attributes: Passionate, Respectful, Ownership, Unified and Decisive - that make us Dataprise PROUD.

What You’ll Do:

• Provide leadership and day-to-day management of Service Desk staff in a 24X7 environment.
• Establish and maintain standard operating procedures, runbooks, and governance for incident, request, problem, and knowledge management
• Ensure consistent process adherence across all shifts and locations.
• Lead workforce planning, recruiting, and talent development for the function, including robust onboarding, training, coaching, and career paths for front-line staff and leadership roles.

• Offer world-class customer support, being both responsive and proactive in supporting customer environments.

• Develop and maintain an extensive working knowledge of Dataprise’s solutions and services offerings.

• Ensure the team is effectively solving support cases, documenting resolution and ensuring corrective actions are put in place.

• Staying current with all the latest technologies concerning Dataprise’s products and the underlying technologies; appropriately communicating this knowledge to the team members.

• Listen, comprehend and communicate effective solutions with unhappy or difficult customers in time sensitive situations.

• Manage staffing levels and ensure scheduling provides effective coverage.

• Develop, document and maintain formal procedures for consistency and increased productivity.

• Act as escalation point for complex or high-impact incidents

• Bachelor’s Degree in Information Technology, Business, or related field. Master’s Degree preferred.

• 8 ? years of experience managing a team of 50 technical support engineers or similar, ideally in a 24X7 call center environment.

• 10 ? years of prior technical support/field experience.

• Proven track record of owning and improving ITSM processes
• Demonstrated success managing to define SLAs and KPIs, with experience designing dashboards and operational reporting for senior leadership.

• Deep knowledge of Microsoft platforms including Windows Server, Exchange Server, Active Directory, and other technologies such as Citrix, VMWare, Firewalls, Storage, VOIP.

• Experience working on technical support issues and ability to support team in resolving issues.

• Understanding of profits & loss and how to increase efficiencies (profit) through technology, tools, and processes.

• Ability to establish and maintain effective working relationships.

• ITIL Foundation v3 Certification required.

• Normal hours are 8 am – 4:30 pm Monday through Friday but must have the ability to work nights, weekends, and holidays when necessary.
• Must be able to travel up to 25% of the month.

• Exceptional leadership and people management skills, with the ability to inspire, coach, and hold teams accountable in a fast-paced, high-volume environment.
• Outstanding communication skills, including the ability to explain complex technical issues in business-friendly language to executives and non-technical stakeholders.
• Demonstrated ability to drive change, implement new tools and processes, and lead teams through transformation with a strong focus on adoption and outcomes.
• Extensive experience with call center platforms (specifically NICE CxOne) with an understanding of the complexity and processes required to run a support queue.

• Ability to handle complex and technical situations providing leadership and guidance to the team.

• Ability to speak to staff members at all levels to ensure escalations are handled appropriately.

• Adept at setting up new tools and processes around support including knowledge base, case management.?

• Self-motivation and independence.

• Strong organization skills with the ability to multi-task and work with minimal supervision.

• Demonstrated strong analytical and troubleshooting skills; mapping symptoms to known issues.

• Ability to service customers while truly enjoying building the business.

• Skilled at creating innovative ideas and positive “can-do” behavior in the workplace.

Compensation:

• Dataprise is committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each Dataprise employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
• We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
• This position’s Salary Range is: $120,000-$160,000 (NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate).

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!

Dataprise is an Equal Opportunity Employer.