Director, Service Desk - US-Based
WFA Digital Insight
As the demand for exceptional customer experiences continues to rise, companies are seeking leaders who can architect and scale high-touch service models. With the remote workforce growing exponentially, the need for skilled service desk directors has never been more pressing. Toptal, a pioneer in remote work, is at the forefront of this shift. With a projected 25% increase in remote job postings in 2026, this role offers a unique chance to redefine traditional support delivery and drive client satisfaction. Candidates should be prepared to showcase their expertise in Excel, service desk management, and strategic leadership.
Job Description
About the Role
The Director, Service Desk position at Toptal presents a unique opportunity to build and scale a next-generation Service Desk, focused on delivering high-touch, client-centric experiences. As a senior leader in this role, you will be responsible for redefining traditional support delivery into a model that prioritizes business outcomes, user experience, and long-term client relationships. This role will serve as a strategic differentiator for Toptal, driving client satisfaction, retention, and expansion.The successful candidate will have a deep understanding of service desk management, excellent communication skills, and the ability to build and lead high-performing teams. You will be working closely with cross-functional teams, including Client Success, Account Management, and Delivery teams, to ensure seamless client engagement.
Toptal is a global network of top talent in business, design, and technology, enabling companies to scale their teams on-demand. With a strong focus on innovation, social interaction, and fun, Toptal offers a dynamic and supportive work environment.
What You Will Do
- Define and execute a next-generation MSP service desk strategy centered on high-touch, white-glove client experience
- Develop tiered service offerings aligned to client segments
- Embed client-specific context into service delivery, ensuring support interactions reflect each client’s environment, priorities, and user needs
- Build initial service center operations using a distributed, cross-functional contributor model
- Establish intake channels with priority routing for high-touch clients
- Create foundational SOPs, playbooks, and client-specific runbooks
- Launch a knowledge-centered service model tailored to client environments
- Define early SLAs/XLAs with an emphasis on experience-level outcomes
- Transition to a dedicated, client-aligned service desk organization with named ownership models
- Introduce pod-based or client-aligned support structures
- Develop workforce strategy including skill-based routing, coverage models, and high-touch escalation paths
What We Are Looking For
- 5+ years of experience in service desk management or a related field
- Proven track record of building and leading high-performing teams
- Excellent communication and interpersonal skills
- Strong understanding of service desk management principles and practices
- Experience with Excel and other productivity tools
- Ability to work in a fast-paced, dynamic environment
- Strong problem-solving and analytical skills
- Experience with MSP environments and client-centric service models
Nice to Have
- Experience with ITIL or other service management frameworks
- Knowledge of cloud-based technologies and SaaS platforms
- Certification in service desk management or a related field
- Experience with automation and workflow optimization
Benefits and Perks
- Opportunity to work with a global network of top talent
- Dynamic and supportive work environment
- Professional development and growth opportunities
- Flexible working hours and remote work arrangements
- Access to a wide range of tools and technologies
- Competitive compensation and benefits package
How to Stand Out
- Showcase your expertise in service desk management and strategic leadership by highlighting specific examples of successful service desk transformations
- Demonstrate your ability to build and lead high-performing teams by sharing stories of team development and management
- Be prepared to discuss your experience with Excel and other productivity tools, and how you have applied them in previous roles
- Research Toptal's company culture and values, and be ready to explain how your own values align with theirs
- Prepare examples of how you have driven client satisfaction and retention in previous roles, and how you plan to do so in this position
- Don't be afraid to ask questions about the role, the team, and the company culture during the interview process
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.