Global Head of End User Technology

On-site, Stamford, CTThe Global Head of End User Technology is accountable for the strategy, delivery, and continuous improvement of all end-user-facing Infrastructure & Operations capabilities across the enterprise. This leader oversees the teams and technologies that directly shape the day-to-day employee technology experience, including Client Services/Desktop Support, offshore Help Desk, Application Support (end-user productivity and workplace applications), and Endpoint Engineering. The ideal candidate blends strong people leadership and operational excellence with a hands-on technical foundation.Key ResponsibilitiesStrategy, Leadership & GovernanceDefine and execute the global end user technology roadmap aligned to business needs, security requirements, and user experience outcomes.Lead and develop a multi-discipline organization spanning service desk, deskside support, endpoint engineering, command center operations, and end-user application support.Establish clear operating models, global standards, and governance for end user support and endpoint lifecycle management.Own end user technology policies, procedures, knowledge management standards, and service catalog definitions.Service Delivery & OperationsEnsure high-quality, consistent support across regions with a focus on first-contact resolution, reduced time-to-restore, and excellent end user satisfaction.Oversee incident, request, problem, and major incident processes for end-user-facing services, including escalation paths and communications.Run a Command Center function to proactively monitor end user service health, detect issues early, and coordinate rapid response.Drive operational rigor through SLAs/OLAs, KPIs, trend analysis, and continuous improvement programs.Endpoint Engineering & Modern WorkplaceOversee endpoint engineering strategy and execution across Windows desktops/laptops and iOS mobile devices, including provisioning, configuration, patching, compliance, and software distribution.Steer modernization initiatives (cloud-first endpoint management, automation/self-service, standardized builds, improved device performance and reliability).Partner with Security, Architecture, and Identity teams to ensure secure-by-default endpoint and device management practices.Application & Productivity Support (End User-Facing)Oversee support for productivity and workplace collaboration platforms and core end-user applications, ensuring stability, performance, and user adoption.Drive effective release/change readiness, including communication, training, knowledge articles, and hyper care where appropriate.Stakeholder & Vendor ManagementAct as the primary senior stakeholder for end user technology, engaging business leaders to understand needs, prioritize investments, and manage expectations.Manage vendor relationships and contracts for end user tools and services; ensure service providers meet performance and quality standards.Own budget planning, cost optimization for end user tech and support operations.Required Experience & QualificationsExperience leading global end user technology / EUC / workplace technology organizations, including service desk and endpoint engineering functions.Strong leadership capability across geographically distributed teams and mixed delivery models (in-house and/or outsourced).Demonstrated success improving end user experience metrics while maintaining operational control, security, and cost discipline.Proven ability to operate at both strategic and hands-on levels (e.g., guidance on architecture/standards as well as deep troubleshooting when needed).Required Technical Skills (Hands-On Familiarity)Microsoft Intune (endpoint and mobile device management, compliance, configuration profiles, app deployment)SCCM / MECM (software distribution, patching, imaging/task sequences, reporting—where applicable)Active Directory (user/computer management, group policy concepts, join/hybrid considerations)Windows Desktop/Endpoint administration and troubleshooting (Windows 11+)iOS Mobile Device Management (enrollment models, policies, app deployment, troubleshooting via Apple Business Manager + InTune)Microsoft 365 (core services and administration concepts impacting end users)Ticketing/ITSM platforms (strong preference for ServiceNow), including reporting and workflow designPreferred SkillsExperience implementing or maturing a Command Center / NOC model for end-user services (monitoring, alerting, major incident coordination).Strong automation mindset (PowerShell, IaC or similar), self-service enablement, and endpoint standardization.Experience with endpoint security and compliance concepts (device posture, conditional access implications, vulnerability/patch hygiene) in partnership with Security teams.Data-driven service management (CSAT, NPS-style feedback, SLA attainment, backlog health, and root-cause reduction).Core CompetenciesCustomer-centric mindset with measurable end user experience improvementsExecutive communication and stakeholder managementOperational excellence and process discipline (ITIL-aligned practices)Success Measures (Examples)Improved end user satisfaction (CSAT) and reduced repeat incidentsHigher first-contact resolution and shorter time-to-restore for priority issuesReduced endpoint-related outages and improved device performance/stabilityIncreased standardization and automation (fewer manual touches, faster provisioning)Consistent global service levels with transparent reporting and continuous improvement