Toptal
Director, Service Desk
Canada · Director
Sponsorship not specifiedDetected 77 days ago
Code ReviewJiraAccount ManagementZendeskLeadershipCommunication
About the role
- Initially leveraging a federated, cross-functional model, this role will evolve the service center into a scalable, structured, premium capability.
- We do not offer visa sponsorship or assistance.
Responsibilities
- Develop tiered service offerings (e.g., standard vs. premium/concierge support models) aligned to client segments.
- Embed client-specific context into service delivery, ensuring support interactions reflect each client's environment, priorities, and user needs.
- Build: Federated to Structured Service Model (0 to 1)
- Create foundational SOPs, playbooks, and client-specific runbooks.
Requirements
- Bachelor's degree is required.
- 8-12+ years of experience in IT support, service desk, or managed services operations.
- Experience operating in MSP or multi-client environments with competing priorities.
- Strong understanding of service economics (cost-to-serve, staffing models, volume drivers).
- Hands-on experience with service platforms (e.g., ServiceNow, Jira Service Management, Zendesk).
- 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).
- It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.
Skills
- Transition to a dedicated, client-aligned service desk organization with named ownership models.
- Act as a senior escalation point for high-priority client issues.
- Establish ITSM best practices (Incident, Request, Problem, Change) while adapting for client-specific flexibility.
- Continuously benchmark against leading MSP and enterprise service models.
- Evolve the service model to prioritize client experience, ownership, and business impact-not just ticket resolution.
Compensation
- With $200+ million in annual revenue and team members based around the globe, Toptal is the world's largest fully remote workforce.
Benefits
- Learn about Toptal's history, culture, and vision, with a focus on the state of our industry, the Future of Work, and the core messages important to Toptal.
- Service Vision & Differentiated MSP Strategy
Visa & Work Authorization
- We do not offer visa sponsorship or assistance.
This listing is sourced directly from Toptal's careers page and normalized into a canonical job model.