Job Overview
Location
Anywhere in the United States
Job Type
Full-time
Category
Operations
Date Posted
May 7, 2026
Full Job Description
đź“‹ Description
- • As Director, Service Desk at Toptal, you will architect, build, and scale a next-generation Service Desk within a Managed Services Provider (MSP) environment, transforming traditional support into a high-touch, client-centric model that drives satisfaction, retention, and expansion.
- • You will define and execute a differentiated service strategy, establish foundational operations using a federated model, and evolve it into a scalable, structured premium capability with named ownership, pod-based structures, and experience-level metrics.
- • You will partner with Client Success, Account Management, and Delivery teams to ensure seamless client engagement, own end-to-end support experience, and act as a senior escalation point for high-priority issues while eliminating the need for follow-ups through proactive communication.
- • You will drive operational excellence by implementing ITSM best practices, real-time dashboards, proactive support through trend analysis, and innovation via AI and automation—always preserving human-led, high-touch interactions for critical engagements.
- • Over your first year, you will transition to a professional service desk model, optimize cost-to-serve vs. human experience, define premium and concierge tiers, implement proactive support functions, and partner with Sales to uncover upsell and cross-sell opportunities through service interactions.
🎯 Requirements
- • Bachelor’s degree 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) 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
- • Outstanding written and verbal communication skills
- • Ability to work independently in a fast-paced, remote environment with minimal supervision
🏖️ Benefits
- • Participation in a 401(k) retirement plan
- • Medical, dental, and vision health insurance plans
- • Basic life insurance coverage and short-term and long-term disability coverage
- • Access to flexible spending, dependent care, and health savings accounts
- • Access to telehealth virtual doctors and an employee assistance program
- • Flexible paid time off
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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