Director End User Support

Director, End User Support (Remote)An organization is seeking an experienced Director of End User Support to lead and evolve its IT support function. This role focuses on delivering a seamless user experience, improving operational performance, and leveraging automation and emerging technologies to enhance service delivery.The position oversees support operations across multiple tiers and plays a key role in building scalable, efficient processes within a dynamic, fast-paced environment.Key ResponsibilitiesProvide leadership across end-user support functions, including service desk and multi-tier technical supportEnsure consistent, high-quality service delivery through defined performance metrics and governance practicesDevelop and refine IT service management processes, including incident, request, problem, and change workflowsPromote a user-focused support model aimed at improving satisfaction and overall experienceTrack and improve key performance indicators such as resolution times, service levels, and user feedbackImplement standardized tools and processes to support scalability and consistencyFoster a culture centered on accountability, service quality, and continuous improvementOversee escalation handling to ensure timely resolution of critical issuesCollaborate with internal technology teams to align support with broader IT initiativesMaintain compliance with internal policies, security standards, and audit requirementsDrive effective knowledge management practices and documentation standardsEnhance employee onboarding and offboarding processes in partnership with relevant teamsSupport access management processes and ensure appropriate controls are in placeReport on operational performance and service metrics to leadershipManage external vendors and support partners to ensure quality and efficiencyIntroduce and expand automation, self-service capabilities, and AI-driven solutionsOversee device and endpoint management, including provisioning, maintenance, and complianceQualificationsExtensive experience leading end-user or desktop support teamsDemonstrated success in improving service delivery models, processes, and team performanceStrong technical background in enterprise desktop environments and directory servicesExperience working with IT service management platformsProven ability to lead distributed or global teamsStrong problem-solving capabilities and ability to operate in high-demand environmentsExcellent communication skills with the ability to work across technical and non-technical stakeholdersSkilled in managing challenging user interactions and building strong working relationshipsWhat’s OfferedCompetitive compensation with performance-based incentivesComprehensive health and wellness benefitsRetirement savings support and additional employer-sponsored benefitsGenerous paid time off and flexible scheduling optionsOpportunities for professional development and continued learningFlexible work arrangements, including remote optionsA collaborative and growth-oriented work environment