Director of Service Desk Support

Impact is hiring a Service Desk Director to join our nationally ranked Best and Brightest workplace!  Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do. Founded in 1999, Impact proudly remains privately-held and locally-owned, employing 800+ experts across 20+ US locations. Recognized for rapid growth and innovation, Impact has seen over a 20% annual growth rate, and championed a vibrant, employee-focused culture. OverviewAs the Service Desk Director, you will be at the forefront of ensuring the stability, scalability, and performance of Impact Networking’s IT Service Desk operations. Managing a dynamic team of over 100 IT support analysts and engineers across Tier 1 and Tier 2, you will shape the future of our 24x7x365 support services by driving operational excellence, optimizing service delivery, and fostering a culture of continuous growth and customer-centricity. The Brand-New USO: Impact Networking’s 24/7 Customer Service Center ResponsibilitiesTeam Leadership & Development

• Serve as a leader of leaders, ensuring the professional development and high performance of direct and indirect reports
• Recruit, mentor, and coach service desk leaders and engineers, fostering a culture of accountability, innovation, and continuous learning
• Establish clear objectives, provide ongoing performance feedback, and ensure alignment with business goals

Operational Excellence & Performance Management

• Oversee service desk operations to ensure 24x7x365 coverage, efficiency, and adherence to SLAs
• Optimize resource allocation through strategic capacity planning and forecasting
• Drive initiatives to enhance incident resolution times, reduce escalations, and improve first-contact resolution rates
• Utilize root cause analysis (RCA) to identify trends, prevent recurring issues, and implement long-term solutions

Data-Driven Strategy & Reporting

• Define and implement Standard Operating Procedures (SOPs) for ticket and data entry consistency
• Develop real-time dashboards and reports to provide visibility into workloads, response times, and customer satisfaction metrics
• Regularly present data-driven insights and recommendations to senior leadership

Process Improvement & Innovation

• Implement best practices for incident, event, and change management
• Identify automation opportunities to streamline workflows and enhance efficiency
• Foster a culture of continuous improvement, ensuring the team stays ahead of industry trends and emerging technologies

Client Satisfaction & Stakeholder Engagement

• Ensure high-quality, first-contact support that exceeds client expectations
• Collaborate with internal teams and external vendors to enhance service offerings and issue resolution
• Act as a key liaison between IT support and business leaders, aligning support strategies with organizational goals

Things We Are Looking For 

• 7+ years of experience managing large-scale IT service desks within an MSP or enterprise environment (managing teams of 75+).
• Proven expertise in ITIL frameworks (certification preferred).
• Experience with ITSM platforms (HaloPSA or similar ticketing systems).
• Knowledge of Call Tower, Intermedia Contact Center, and Teams Softphone.
• Strong communication, problem-solving, and stakeholder management skills.
• Ability to thrive under pressure, manage competing priorities, and drive results.
• Ability to communicate and work directly with customers to identify and resolve technical issues. 
• Ability to execute sound judgment and take initiative.

Why Join Us?Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time. At the heart of everyt