What are the responsibilities and job description for the Information Technology Service Management Service Desk Director position at The Kendal Corporation?
The Kendal Corporation (TKC) is seeking a highly skilled and passionate ITSM Service Desk Director to lead our centralized IT service desk function. This hands-on leadership role is essential for driving strategic direction, operational performance, and cultivating a service-oriented culture within our team. As the primary service delivery executive, you will ensure that all managed service operations meet the highest standards of technical competence and compassionate care.
Key Responsibilities
- Lead the design and execution of service management frameworks in collaboration with the Chief Information and Privacy Officer (CIPO), Chief Technology Officer (CTO), and affiliate IT leaders.
- Maintain comprehensive accountability for all open tickets, ensuring resolution and closure within defined Service Level Agreement (SLA) windows.
- Champion ITSM best practices and govern the Configuration Management Database (CMDB) to reflect our commitment to service quality.
- Oversee daily operations, including HALO PSA workflow design, NinjaOne RMM automation, Hudu documentation governance, and Auvik network monitoring.
- Manage complex cross-functional stakeholder relationships, promoting a culture of accountability and professional growth within the service desk team.
- Determine escalation paths for incidents requiring the involvement of the Director of Network Security, Director of Data Operations, or CTO.
- Occasionally provide on-site IT support during staffing shortages or high-demand situations at affiliate locations.
Experience
- 10–15 years of ITSM service desk leadership, preferably in an MSP environment servicing 100 client organizations simultaneously.
- Proven experience in building and maintaining high-performing service desk teams across diverse, geographically dispersed client bases.
- At least 7 years in a leadership or director-level position.
- Demonstrated leadership of cross-functional teams with direct reports and peer influence responsibilities.
- Demonstrated proficiency managing SLA compliance rigorously, with experience designing escalation structures and reporting frameworks that hold teams accountable.
- Proven track record of managing cross-functional stakeholders, including direct engagement with C-suite executives, project managers, and technical peers.
- MS Azure and/or Microsoft 365 certifications — preferred.
- ITIL Foundation or higher — preferred
About Us:
At TKC, we are committed to transforming the aging experience. We invite you to be part of a collaborative, team-oriented, and mission-driven workplace where you can truly make a difference in the lives of those we serve.
Join our team at TKC and enjoy a comprehensive benefits package that promotes your health, well-being, and financial security. We are dedicated to investing in the health and well-being of our employees. Work with us and receive benefits that support you both personally and professionally!
TKC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.