Director, End User Support Services

The Director, End User Support Services is responsible for leading the delivery of IT support services to end users across the organization. This includes managing support teams, enhancing the user experience, ensuring the effective operation of service desks, and implementing best practices for incident management, service requests, and problem resolution. The director will work closely with other IT leaders to align support strategies with organizational goals and technology initiatives. 
 
Strategic Leadership 

• Develop and execute the strategy for end user support services to align with organizational objectives. 

• Define and implement standards, policies, and procedures for IT support operations. 

• Collaborate with IT leadership to ensure the seamless integration of end user support with broader IT initiatives. 

 
Operational Management 

• Oversee the daily operations of IT service desks and support teams to ensure timely resolution of issues and service requests. 

• Develop and monitor service level agreements (SLAs) and key performance indicators (KPIs) for the support function. 

• Implement and manage tools and technologies to enhance the efficiency of support services, such as ticketing systems, remote support tools, asset management database and knowledge bases. 

• Ensure proper escalation processes are in place for complex or high-priority issue. 

 User Experience and Engagement 

• Promote a customer-centric culture within the support organization, focusing on user satisfaction and productivity. 

• Establish regular feedback loops with end users to identify areas for improvement. 

• Drive the development of self-service tools and resources to empower end users and reduce support demand. 

Team Leadership and Development 

• Lead, mentor, and manage the end user support services team, including hiring, training, and performance management. 

• Foster a culture of continuous learning and professional development within the team. 

• Encourage collaboration and knowledge sharing across support staff. 

 
Continuous Improvement 

• Analyze support trends, metrics, and user feedback to identify areas for improvement and implement solutions. 

• Stay up to date on emerging technologies and best practices in IT support to drive innovation. 

• Ensure compliance with industry standards, organizational policies, and regulatory requirements. 

 
Budget and Vendor Management 

• Manage budgets for end user support operations, ensuring cost-effective delivery of services. 

• Build and maintain relationships with external vendors and service providers. 

• Bachelor’s degree in information technology, Business Administration, or a related field (master’s preferred). Related work experience will be considered in lieu of degree. 

• 8+ years of experience in IT support or service management, with 5+ years in a leadership role. 

 
Skills and Competencies 

• Strong knowledge of ITIL frameworks and service management principles. 

• Proven experience with IT support tools such as ticketing systems, remote support platforms, and endpoint management tools. 

• Exceptional communication and interpersonal skills, with a focus on user satisfaction. 

• Strong analytical and problem-solving skills, with a proactive approach to challenges. 

• Ability to manage multiple priorities in a fast-paced environment.