Job Overview
Location
Canada
Job Type
Full-time
Category
Operations
Date Posted
May 7, 2026
Full Job Description
đź“‹ Description
- • Director, Service Desk at Toptal, LLC – a global network of top talent in business, design, and technology with $200+ million in annual revenue and the world’s largest fully remote workforce.
- • Architect, build, and scale a next-generation Service Desk / Client Service Center within a Managed Services Provider (MSP) environment, redefining traditional support into a high-touch, client-centric model focused on business outcomes and long-term relationships.
- • Lead the evolution from a federated, cross-functional model to a scalable, structured premium service capability that drives client satisfaction, retention, and expansion as a strategic differentiator.
- • Develop tiered service offerings, embed client-specific context into support, and establish ownership models for end-to-end issue resolution while integrating ITSM best practices with flexibility for client needs.
- • Own end-to-end client experience through CSAT, XLA, FCR, and MTRS metrics; act as senior escalation point; partner with Client Success, Account Management, and Delivery teams for seamless engagement.
- • Drive operational excellence via real-time dashboards, proactive support through trend analysis, and continuous feedback loops; leverage AI and automation to augment—not replace—human interaction.
- • Build knowledge-centered service (KCS) models, implement service reviews, and evolve toward predictive, proactive support using analytics and telemetry.
- • In the first year: fully transition to a professional service desk model, optimize cost-to-serve vs. human experience, define premium/concierge tiers, implement proactive support functions, and partner with Sales on upsell/cross-sell opportunities through service interactions.
🎯 Requirements
- • Bachelor’s degree is required.
- • 8-12+ years of experience in IT support, service desk, or managed services operations.
- • Proven track record building or transforming service desk / service center functions (0→1 or major redesign).
- • Experience operating in MSP or multi-client environments with competing priorities.
- • Deep understanding of ITSM disciplines (Incident, Request, Problem, Change Management) with practical application of frameworks (e.g., ITIL).
- • Hands-on experience with service platforms (e.g., ServiceNow, Jira Service Management, Zendesk).
- • Experience designing and scaling operating models (client-aligned, pod-based, or hybrid support structures).
- • Proven ability to balance high-touch client experience with operational efficiency and scale.
- • Experience working directly with enterprise clients, including managing escalations and participating in service reviews (QBRs/MBRs).
- • Demonstrated impact on client satisfaction, retention, and expansion (e.g., CSAT, NPS improvements).
- • Outstanding written and verbal communication skills.
🏖️ Benefits
- • Fully remote position with global team collaboration.
- • Opportunity to shape and scale a next-generation, premium service desk model from the ground up.
- • Work within a fast-paced, innovative culture that values breaking molds and encouraging innovation, social interaction, and fun.
- • Direct impact on client satisfaction, retention, and expansion as a strategic differentiator in a Managed Services Provider environment.
- • Access to a global network of top talent and exposure to cutting-edge practices in service delivery, automation, and AI-augmented support.
- • Professional growth through leadership in a high-visibility role influencing cross-functional teams and enterprise client outcomes.
Skills & Technologies
About Toptal, LLC
Toptal operates a global marketplace that screens and connects businesses with freelance software engineers, designers, finance experts, product managers, and project managers. Founded in 2010, the company uses a rigorous vetting process—accepting fewer than 3% of applicants—to supply on-demand talent for short-term contracts or long-term engagements. Clients range from startups to Fortune 500 enterprises seeking scalable teams without traditional hiring overhead. Toptal handles talent matching, contracts, and payments, enabling remote collaboration across time zones. The fully distributed organization itself has no central headquarters and relies on the same freelance model internally.
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