Global Service Desk Director - San Mateo, Ca

Business Technology San Mateo, California

Global Service Desk Director


  • Direct a global team of Desktop Support operational resources. Hire, mentor and develop global resources. Build an effective global team. Act as a global lead for 24X7 support
  • Provide Global leadership to develop and enforce standardization and usage of desktop technologies
  • Work with appropriate technical and business teams to develop, evaluate and improve end- user computing solutions including workstation images, remote solutions and security technology
  • Own, implement, deploy and operate global processes, SOP’s, and tools
  • Lead business driven, and IT approved projects--direct team members working key company IT objectives
  • Collaborate with PMO members to ensure projects are aligned with business processes, on time, and within budget
  • Perform root cause analysis of problems--drive continual service improvement & contribute to overall support knowledge base
  • Collaborate with IT Business Partners, IT leadership and ITIL based teams to develop and execute support strategy for IT Solutions
  • Provide clear direction and goals to direct reports and manage overall performance of internal employees and third parties
  • Establish a set of customer focused and productivity metrics to help team drive continuous improvement
  • Ensure team adheres to all compliance and security activity requests. Handles prioritization of such as deemed necessary
  • Assume technical leadership role in problem resolution and root cause analysis, and provide actionable after-incident analysis to ensure root cause issues are logged and remediated
  • Recognize and deliver solutions resulting in quarter over quarter CSAT improvements



  • 10 years relevant IT experience in support of Service Delivery and Infrastructure client technologies, including 5 years minimum management of full time and managed technical resources (preferably global)
  • Strong communication skillset; both verbal and written
  • Proven ability to produce and implement ITIL based procedures
  • Superior technical skills including workstation imaging, software, networks, active directory, print, and remote technical solutions
  • Knowledge of remote desktop patching, software delivery, and imaging tools (e.g. Jampf, SCCM etc.). Knowledge of Active Directory, GPO, DNS and DHCP & Domain concepts
  • Strong knowledge of information security/ compliance best practices
  • Ability to manage and develop different level of technical resources in a global environment
  • Demonstrated ability to manage outsourced service providers
  • Demonstrated leadership through strategic thinking, and leading or initiating Business driven transformations
  • Experienced in Incident Management, Change Management, Problem Management, Asset Management
  • Ability to interpret business needs and translate them to create solutions and adequately documents created solutions
  • Experience in providing Executive C-level support services
  • Awareness of global IT business landscape
  • Understanding/knowledge on ticketing toolsets
  • Ability to manage within budget globally and proven financial experience


Why Guidewire?

Guidewire exists to deliver the industry platform that P&C insurers rely upon to adapt and succeed in a time of accelerating change—and to ensure that every customer succeeds in the journey. We provide the software, services, and partner ecosystem to enable our customers to run, differentiate, and grow their business.

Guidewire InsurancePlatform is the P&C industry platform that unifies software, services, and partner ecosystem to power our customers’ business. InsurancePlatform provides the standard upon which insurers can engage their customers, optimize their operations, drive smart decisions, and innovate quickly. We are privileged to serve more than 350 P&C insurers in 32 countries. We invest heavily in R&D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees.

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it’s applicable to the position.