Associate Director, Infrastructure End User Services

Role Overview

• Define and execute the enduser services strategy.
• Establish global service standards, operating models, KPIs, and SLAs.
• Ensure services meet experience, availability, performance, and compliance expectations.
• Own endtoend service delivery for end user infrastructure services.
• Lead operational reviews, root cause analysis, and corrective actions for high impact or recurring service issues.
• Ensure operational readiness for platform upgrades, service transitions, and enterprise wide initiatives.
• Oversee services supporting enduser computing, workplace technologies, virtual desktop services, collaboration enablement, and executive/critical user support.
• Partner with engineering and EUX teams to ensure smooth lifecycle management, standardization, and modernization of services.
• Champion consistency, reliability, and usability across all end user touchpoints.
• Drive improvements in employee experience through service analytics, automation, self service , and proactive support models.
• Leverage insights from incidents, feedback, and usage data to reduce friction and improve service outcomes.
• Support adoption of AIenabled support and operational tooling.
• Lead strategic relationships with managed service providers, OEMs, and outsourcing partners.
• Ensure vendor performance, financial accountability, and continuous improvement.
• Coordinate globally distributed providers to deliver a unified support experience.
• Lead, coach, and develop a globally distributed team of managers, service leads, and partners.
• Act as a senior point of contact for end user service performance, risks, and improvement initiatives.

Requirements

• 10+ years in IT Infrastructure / End User Services leadership
• Proven experience managing global environments and understanding regulatory/operational differences across regions
• Deep knowledge of the Microsoft ecosystem
• Microsoft Contracting
• Exchange Microsoft 365 / O365 administration
• Experience with Citrix / VDI solutions
• Baseline Networking knowledge
• Experience supporting desktop services , Jamf , and user-facing workplace technologies.
• Experience with mergers & acquisitions , including data migration between companies.
• Ability to lead contractual negotiations with Microsoft for large-scale licensing.
• Azure cloud experience.
• Experience with Document Management tools: Adobe, Foxit
• Experience managing third‑party vendors and outsourcing partners.
• Previous experience managing Microsoft licensing for large enterprises.
• Prior experience leading EUX modernization initiatives.
• Prior management experience in high‑transformation environments.

Tech Stack

• Azure
• Citrix
• Cloud
• Jamf

Benefits

• Flex That Works
• Health insurance
• Retirement plans
• Paid time off
• Professional development opportunities