Senior Director, Service Desk

POSITION: Senior Director, Service Desk
DEPARTMENT: Technology
REPORTS TO: Chief Technology Officer
FLSA STATUS: Salaried, Exempt

LEGENDS GLOBAL
Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner's representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues. The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you. Join us!

THE ROLE
As the Senior Director, Service Desk at Legends Global, you will lead and elevate our technology support organization that serves some of the world's most dynamic live event venues and global partners. You will own the strategic vision and operational excellence of our service desk function, ensuring seamless delivery of IT support for internal users, venue operations teams, and event technology stakeholders across our expansive network of venues. This role is critical to maintaining high service standards, driving continuous improvement in incident resolution, and ensuring that our technology support aligns with Legends Global mission of delivering exceptional experiences behind the scenes. You will collaborate closely with Technology Operations, Venue Technology, and business leadership to build scalable processes, measure service performance, influence customer-centric support culture, and lead a high-performing team to anticipate and resolve complex technical challenges in a fast-paced environment.

ESSENTIAL DUTES AND RESPONSIBILITIES

• Own the enterprise service desk strategy, ensuring it scales across Legends' global portfolio of venues, hospitality, and entertainment operations while supporting rapid growth and acquisitions.
• Lead the end-to-end service lifecycle for all user-facing technology support, including incident, request, problem, and knowledge management across corporate and venue environments.
• Establish and enforce service standards, SLAs, and experience metrics that ensure consistent, high-quality support for office staff, venue teams, and event-day operations.
• Drive continuous service improvement, using data, root-cause analysis, and customer feedback to reduce outages, improve first-contact resolution, and elevate the user experience.
• Oversee global support operations, including internal teams, outsourced partners, and regional service providers, ensuring performance, accountability, and cost effectiveness.
• Partner with Cybersecurity, Infrastructure, Finance, HR, and Venue Operations to ensure technology services are secure, compliant, and aligned to business needs.
• Own service management platforms and tooling (e.g., ITSM, knowledge base, self-service portals, asset management), driving automation and modern digital-first support experiences.
• Provide executive-level reporting and insights on service performance, trends, risks, and improvement initiatives to Technology and Business leadership.
• Lead and develop a high-performing service organization, building career paths, training programs, and leadership pipelines to support a growing global support footprint.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required

• Proven experience leading enterprise-scale IT service desk or service operations organizations supporting thousands of users across distributed environments
• Deep knowledge of IT Service Management (ITSM) practices, including Incident, Request, Problem, Change, and Knowledge Management
• Demonstrated ability to establish and manage SLAs, KPIs, and customer experience metrics across global or multi-location operations
• Experience managing outsourced service providers and vendors, including contract governance, performance management, and cost control
• Strong understanding of end-user technology, identity and access management, endpoint management, and cybersecurity fundamentals within a support environment
• Ability to support mission-critical, high-availability operations, including live events, venues, or 24x7 business environments
• Exceptional leadership and communication skills, with the ability to influence senior executives, technical teams, and business partners

Preferred

• Experience supporting venue-based, hospitality, entertainment, retail, or other operations-heavy environments
• Background leading global or multi-regional service organizations
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or similar enterprise tools
• Demonstrated success driving digital self-service, automation, and service modernization initiatives
• Experience partnering closely with Cybersecurity, Infrastructure, Workplace Technology, and Business Operations teams
• Familiarity with ITIL, COBIT, or similar service management frameworks
• Experience supporting organizations through growth, acquisitions, or large-scale technology transformations

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Engineering, or a related technical field required
• Master's degree in Information Systems, Technology Management, Business Administration, or a related field preferred
• 12+ years of progressive experience in IT, service operations, or technology support, including 7+ years in leadership roles managing enterprise-scale teams and platforms
• Experience supporting complex, distributed environments such as multi-location businesses, venues, hospitality, retail, or large corporate enterprises
• Proven track record of leading enterprise service desk or IT service operations through growth, modernization, or transformation
• Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC, or equivalent) and digital support models
• Exposure to high-availability, customer-critical environments (e.g., live events, operations centers, or 24x7 support models) strongly preferred

COMPENSATION
Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS
Location: Remote

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

NOTE:
The essential responsibilities of this position are described below the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.