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Director, Service Desk 

Category Information Technology  

NetSPI is a dynamic cyber security company headquartered in Minneapolis. We are the global leader in offensive security, delivering the most comprehensive suite of penetration testing, attack surface management, and breach and attack simulation solutions. Our global cybersecurity experts are committed to securing the world's most prominent organizations, including 9 of the top 10 U.S. banks, 4 of the top 5 leading cloud providers, 4 of the 5 largest healthcare companies, 3 FAANG companies, 7 of the top 10 U.S. retailers & e-commerce companies, and many of the Fortune 500.

NetSPI is constantly growing and looking for innovative minds to join us in helping some of the largest organizations in the world protect their technology and data from cyber criminals. We are on an exciting journey to redefine the offensive security market with a platform driven approach that will address our customers' most pressing security challenges. If you thrive in a collaborative setting and enjoy working with best-in-class technology - we want to meet you!

Join the mission as the Director of our Service Desk. We're looking for a passionate, adaptable and customer focused individual to provide leadership and hands on management to our internal service team and the systems, services, and staff they support across the company.


  • Leadership and Team Management:
    • Provide strategic direction, guidance, and mentorship to the service desk team, fostering a culture of collaboration, innovation, and continuous improvement.
    • Define team goals, performance metrics, and KPIs aligned with the company's IT strategy and objectives.
    • Recruit, onboard, and develop top talent, ensuring the team has the necessary skills and resources to deliver exceptional support services.
  • Service Delivery and Operations:
    • Oversee the day-to-day operation of the service desk, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
    • Develop and maintain standard operating procedures (SOPs) and best practices for IT support services, promoting consistency and efficiency across the team.
    • Monitor key performance indicators (KPIs) and metrics to assess service desk performance, identify areas for improvement, and implement corrective actions as needed.
  • Hands-on Management:
    • Provide hands-on technical support and guidance to both staff and customers, assisting with complex technical issues and ensuring timely resolution.
    • Serve as a subject matter expert, sharing knowledge and best practices with team members, stakeholders, and end-users to enhance their understanding and proficiency in IT systems and services.
    • Conduct training sessions, workshops, and knowledge transfer sessions to empower staff and customers to troubleshoot common issues independently and optimize their use of IT resources.
  • Strategic Planning and Execution:
    • Collaborate with IT leadership and stakeholders to develop and execute a strategic roadmap for service desk operations, aligning with business goals and objectives.
    • Evaluate emerging technologies, trends, and industry best practices to enhance service desk capabilities and drive innovation in IT support services.
    • Identify opportunities for process automation, optimization, and scalability to improve service delivery efficiency and effectiveness.
  • Stakeholder Engagement and Relationship Management:
    • Serve as the primary point of contact for internal stakeholders, fostering strong relationships and understanding their IT support needs and priorities.
    • Partner with other IT teams, departments, and external vendors to coordinate support efforts, resolve escalations, and ensure seamless integration of IT services.

Minimum Qualifications:

  • 8+ years of experience in IT service management, with a focus on service desk operations and leadership.
  • Proven track record of successfully leading and developing high-performing IT teams in a dynamic environment.
  • Strong technical background with expertise in ITIL framework, service desk best practices, and industry-standard tools and technologies.
  • Excellent communication, interpersonal, and stakeholder management skills.

Preferred Qualifications:

  • Relevant certifications such as ITIL Foundation, PMP, or HDI Director.
  • Experience with strategic planning, budgeting, and resource allocation.
  • Knowledge of emerging technologies and trends in IT service management.
  • Demonstrated ability to drive innovation and process improvement initiatives.
Location Minneapolis  
About the Organization NetSPI is a fast-growing, dynamic cybersecurity company headquartered in the North Loop of Minneapolis. As the leader in vulnerability orchestration and security testing, we're continually growing, and we pride ourselves on keeping absolutely current and cutting-edge in everything we do.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Email None Specified 

supervisorUID None Specified 

This position is currently not accepting applications.

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