Director, Service Desk

Toptal is seeking a Director, Service Desk to architect, build, and scale a next-generation Service Desk / Client Service Center within a Managed Services Provider (MSP) environment.

Requirements

• Define and execute a next-generation MSP service desk strategy centered on high-touch, white-glove client experience.
• Position the service desk as a value driver (client satisfaction, retention, upsell), not just a cost center.
• 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.

Benefits

• Health Insurance
• 401(k) Matching
• Paid Time Off
• Visa Sponsorship Assistance
• Relocation Assistance