Director, End-User Services

TITLE: Director of End-User Services

DEPARTMENT: GO IT End-User Services

JOB SUMMARY: 

The Director, End User Services, is responsible for leading enterprise end user technology, service desk operations, desktop support, user account provisioning, and IT service management practices. The Director will lead a world-class support organization using the ITIL framework to provide service management structure and discipline.  This role will drive a secure, compliant, and user-focused environment while advancing operational maturity and continuous improvement. 

ESSENTIAL FUNCTIONS: 

• Lead and develop teams responsible for end user support, account provisioning, and service management. 
• Define EUS roadmap and execute strategy for end user technologies and service delivery 
• Partner with business, audit, and security teams to align services with organizational priorities. 
• Collaborate with technology peers to ensure high percentage of first call response 
• Participate in business engagement feedback sessions and address escalated business impacting issues 
• Drive a culture of service excellence and continuous improvement to maintain best in class end user experience 
• Own user lifecycle management includes onboarding, role changes, and offboarding. 
• Lead enterprise account provisioning processes across all systems and applications. 
• Oversee the coordination of employee system access across multiple systems 
• Ensure development and compliance with standard operating procedures 
• Oversee Service Desk and Desktop Support delivery. 
• Drive improvements in customer satisfaction and service quality. 
• Ensure effective lifecycle management of end-user devices and software. 
• Contribute to and support enterprise initiatives from an end user perspective. 
• Own and mature ITIL processes including incident response, service requests, problem management, change enablement, and asset management 
• Drive standardization and measurable improvements across all service processes 
• Define and monitor service levels, metrics, and reporting for all technology functions 
• Lead root cause analysis and long-term issue resolution 
• Ensure adherence to regulatory and internal control requirements 
• Maintain audit-ready procedures, documentation, and evidence 
• Support audits and lead remediation of identified issues 
• Strengthen control effectiveness across provisioning and service management 
• Hire, develop, motivate, and train staff, including planning and delegating work assignments and projects.  
• Evaluate performance, administer touch points and deliver performance evaluations. 
• Foster a positive work environment that encourages professional growth and development. 
• Establish clear expectations and hold team members accountable to performance and behaviors aligned with our culture.  
• Understand and administer compensation based on pay for performance philosophy, including merit increases and variable pay. 
• Participate in community engagement events. This can include professional, civic and community groups. 
• Comply with all company or regulatory policies, procedures and requirements applicable to this position. 
• Foster and preserve a culture of inclusion, innovation, collaboration, accountability, achievement and passion. 
• Additional duties and responsibilities may be required to support the company’s mission, vision and values.  

QUALIFICATIONS: 

• Bachelor’s degree or equivalent experience in leading enterprise support, system provisioning and IT Service Management teams. 
• Ten+ years of progressive leadership experience. 
• Excellent verbal, written, and interpersonal communication skills. 
• Ability to work in a fast-paced environment and adapt to change. 
• Experience in enterprise provisioning, access governance, or identity lifecycle management. 
• Strong knowledge of IT service management (ITIL). ITIL Certification preferred. 
• Experience working in regulated environments with audit and compliance focus. 
• Strong leadership skills. 

WORKING CONDITIONS: 

• Duties are performed in a professional office environment. 
• Travel to different locations required.