Associate Director, IT End User Services

Role Overview

• oversee the delivery of EUS services through our IT MSP
• oversee IT MSP service delivery of EUS services inclusive of service desk operations, endpoint management, desktop engineering, collaboration tools, field services, and employee technology onboarding and support
• define, create, and own roadmaps, strategies, and prioritize for EUS services
• serve as the primary liaison with IT MSP for EUS service providing oversight and ensuring business requirements are being delivered
• ensure IT MSP has proper management of products and demand
• coordinate across teams and stakeholders, ensuring timely communication and reporting throughout the demand delivery lifecycle
• oversee IT EUS architecture and engineering resources, approves designs as required
• manage annual budget and contracts for EUS service; establishes charge back model for IT service as required
• ensure IT MSP EUS is in alignment with human resource teams on onboarding and offboarding requirements
• oversee demand for change requests to end user environment
• maintain risk register for EUS and IT general controls in coordination with IT MSP, ensuring identified risks are accepted, rejected, and/or remediation plans are defined
• balance team capacity against demands and budget
• promote the development of innovative solutions, through automation and orchestration
• drive capability area KPIs – adoption/usage, productivity, customer satisfaction
• partner with engineering, development, operations, support, and other technology teams to meet customer needs

Requirements

• Bachelor's degree is required
• Ten (10) years of EUS work experience is required
• 5+ Years of EUS experience within enterprise-level organizations
• Experience in Implementation and support of EUS products
• Experience in Implementation of EUS systems, service management systems, asset management products
• Working knowledge of setup and maintenance of EUS Infrastructure
• Good Understanding of Microsoft Active Directory, LDAP, Multifactor Authentication, Citrix, MDM, Microsoft stack, Invanti EPM, RDP tools
• Experience in implementing technical specifications
• Experience with regulatory and SOX controls
• Worked on ITIL incident, problem, and service request resolution for customers
• Experience in production incident handling, Change Requests, and Change management
• Experience with support documentation (operation run book, data flow diagrams, architecture diagrams, Incident responses, RCA's)
• Experience in building and scheduling reports and audit data
• Excellent communication skills and ability to work with global counterparts
• Excellent organizational, communication, and interpersonal skills
• Customer service and quality-focused with proven process improvement skills
• Innovative problem solving, research, and analytical skills
• Ability to multi-task and prioritize work effectively
• Strong understanding of data security, data classification, and data loss prevention
• Highly motivated self-starter
• Strong sense of ownership and driven to manage tasks to completion
• Proficiency needed in Microsoft Word, Excel, Visio, and PowerPoint
• Experience with SmartSheets and ServiceNow is preferred
• ITIL certified

Tech Stack

• Citrix
• ServiceNow

Benefits

• quality, competitive benefits package that provides valuable healthcare and financial protection
• competitive vacation policy
• floating personal holidays
• extensive leave options
• annual observed holidays
• infertility coverage
• adoption support
• child and elder care
• fully paid maternity
• generous parental leave benefits
• hybrid working model with a 3 day in-office minimum requirement