Director, IT Service Desk

The posting, as Netskope wrote it

Join the Future of Security at Netskope

Netskope (NASDAQ: NTSK) is a leader in modern security and networking for the cloud and AI era. We secure and accelerate cloud, data, and AI in real time, everywhere. Thousands of customers, including more than 30 of the Fortune 100, trust the Netskope One platform, its Zero Trust Engine, and the powerful NewEdge network to gain full visibility and control without performance trade-offs.

At Netskope, our technology is driven by our greatest strength: our people. We believe that belonging powers innovation, and success is both personal and organizational. We embrace differences in gender, ethnicity, beliefs, ability, and identity, creating an environment where every voice is heard and respected. We empower our employees to bring their authentic selves to work, grow their careers through continuous education and mentorship, and lead with transparency and curiosity. Join a team where you belong, where you are encouraged to be an entrepreneur, and where together, we continue to redefine the landscape of security.

Visit Careers at Netskope to learn more. Follow us on LinkedIn and Instagram .

About the position

Netskope is on a mission to redefine cloud, data, and network security, and the IT Infrastructure & Operations team is the backbone of that mission. We are seeking a hands-on, servant-leader to elevate and transform our global Service Desk organization into a strategic asset. This is not a typical “ticket-closing” role; it is a critical leadership position focused on redefining IT support as a product, driving automation, expanding self-service, and harnessing Generative AI to deliver a frictionless, consumer-grade employee experience. The Director of IT Service Desk will partner with IT product leadership to build and mature the service catalog with defined and measurable SLAs, own IT change management, and implement a data-driven strategy that improves support quality, reduces friction, and enables Netskope employees worldwide to innovate and move faster..

Responsibilities

• Lead & Inspire a Global Team: Provide strategic direction and leadership for a distributed organization of L1 and L2 support engineers. Build a culture of accountability, collaboration, and exceptional service while defining clear career paths and growth opportunities. Ensure balanced, 24x7 global coverage aligned to business needs.
• Run the Service Desk as a Product: Treat the Service Desk as a core IT product with defined ownership, a service roadmap, and measurable outcomes. Align priorities with the IT product operating model, applying product management principles to deliver continuous improvements in employee experience and productivity.
• Drive a Self-Service and Automation Mindset: Champion an automation-first approach that eliminates repetitive work and accelerates service delivery. Build a culture of self-service by leveraging AI-powered virtual agents, intelligent knowledge bases, and automated workflows t

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s degree or higher in a relevant discipline preferred

Compensation

At Netskope, salary is one component of our competitive total rewards package. The salary range for this position is as listed below. This is a national range. For purposes of complying with applicable laws, the range applies to candidates in California, Colorado, Illinois, Maryland, New York, Washington, and other states.

The successful candidate’s starting pay will also be determined based on job-related skills, experience, qualifications, location, and market conditions.

For all sales roles, the posted salary range is the On Target Earnings (OTE) range for the role, which is the sum of base salary and target commission amount at 100% goal achievement.

In addition to salary, candidates may be eligible for other forms of compensation such as participation in a bonus plan (for non-sales roles) and a stock award program. Candidates may also be eligible for a comprehensive health plan and other benefits that can be reviewed at Netskope Benefits site .

Salary Range
$140,000 — $185,000 USD

Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.

The application window for this position is expected to close within 50 days. You may apply by filling out the below information, or visiting our Netskope Careers site.