Director of Service Desk

ABOUT THE ROLE

vdBA SecureOps is building a security-led managed services practice for life sciences clients. The Director of Service Desk owns the frontline of that practice: the team, process, and tools that keep managed IT support running day to day. This role is responsible for ticket queue performance, SLA delivery, staffing, and the client experience of everyday support — the operational backbone that the Secure + MDR offering is built on top of.

KEY RESPONSIBILITIES

Service Desk Operations & Leadership

- Own end-to-end operation of the service desk: ticket intake, triage, tiered escalation (Tier 1/2/3), and resolution.

- Set and manage SLAs/SLOs for response and resolution times across severity levels.

- Build the staffing model, shift coverage, and on-call/after-hours support structure as the team scales.

- Establish and enforce ticket queue hygiene, documentation standards, and escalation procedures.

MSP Toolset & Process

- Own and optimize the core MSP toolset: PSA (ConnectWise or similar), RMM (e.g., NinjaOne, Datto, Kaseya), remote support tools, and ticketing/knowledge base systems.

- Standardize processes for onboarding new clients and devices into managed support.

- Partner with the security team to ensure service desk processes support security controls such as access reviews, patch management, and endpoint compliance.

Team Management & Development

- Hire, train, and manage service desk technicians and engineers as the team grows.

- Build career pathing (Tier 1 → Tier 2 → Tier 3/Engineer) and technical training programs.

- Set performance expectations and conduct regular coaching and quality review of ticket handling.

Metrics, Reporting & Continuous Improvement

- Track and report on key service desk KPIs: SLA compliance, first response time, resolution time, ticket backlog, and CSAT.

- Identify recurring issues and drive root-cause fixes, automation, and self-service/knowledge base improvements to reduce ticket vol...