Oversee multiple specialties, providing strategic leadership and direction through senior managers and managers
Develop and execute strategies and business plans that align with functional objectives and priorities
Lead end-user computing and workplace technology initiatives
Establish a vision and strategy aligned with business goals
Define strategies, expectations, and priorities to ensure team actions align with organizational success
Drive the implementation of improved computer and equipment deployment processes
Provide leadership for a 24x7x365 global help desk
Manage end user hardware assets in ServiceNow CMDB
Lead and govern large-scale, enterprise-wide hardware procurement initiatives
Provide fiscal stewardship of a multi-million-dollar capital budget
Serve as the primary point of executive oversight and escalation of in-scope services
Incorporate continuous coaching and feedback to build trust and enable individuals to reach their highest potential

12+ years of experience in IT service delivery, with 5+ years in management roles
Proven expertise in end-user computing technologies, including Microsoft SCCM, Windows, Office, Outlook, email, browsers, networking, and file sharing
Experience leading and developing help desk teams and implementing AI-driven solutions
Strong strategic thinking and product management mindset
Deep executive presence and ability to self-drive
Transformative / modernizing approach
Deep DEX experience with proven success
Proficiency in ITIL processes and industry best practices
Ownership of budget and resources with a focus on cost savings and service improvements
Knowledge of Continuous Improvement and Lean Six Sigma methodologies
Bachelor’s degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience

A bonus and/or long-term incentive units may be provided as part of the compensation package
Full range of medical benefits
Financial benefits

Director, End User Services

Key skills