Machinify, Inc.

Lead and develop multi-location service desk teams, define KPIs and SLAs, and drive automation to improve service delivery. | Experience leading distributed IT service desk teams, expertise in analytics-driven IT operations, hands-on with service desk platforms, and knowledge of ITIL or similar frameworks. | A company is looking for a Director, Service Desk to lead and scale service desk operations across multiple locations. Key Responsibilities • Lead, mentor, and develop service desk teams in Dallas and La Grange, as well as remote team members • Define and manage KPIs, SLAs, and reporting dashboards for service delivery • Drive automation initiatives to enhance self-service capabilities and improve response times Required Qualifications • Proven experience leading a multi-location or distributed IT service desk team • Strong background in analytics-driven IT operations, automation, and process improvement • Hands-on experience with service desk platforms (e.g., FreshService, ServiceNow, Jira Service Management) • Bachelor's degree in Information Technology, Computer Science, or equivalent experience preferred • Strong understanding of ITIL or similar service management frameworks