The client is seeking a Director of IT Service Desk and End-User Support to lead the delivery of IT support for approximately 2,000 internal employees. The role is responsible for building a fast, consistent, and self-service-focused support experience, including guidance for adoption of AI to improve service desk efficiency. The position is expected to be onsite 4 days per week.
Key responsibilities include operating the Service Desk practice (ITIL 4) as the single point of contact for ticket intake, first response, and Tier-1 incident handling. The director will manage incident management (Tier-1/Tier-2) and service request fulfillment for end-user requests such as password and MFA resets. The role also oversees deployment management for end-user devices, including imaging, provisioning, lifecycle management, patching, and end-of-life replacement, as well as administration of AV and conference-room technology and the end-user knowledge base and self-service catalog.
The director will manage mobile device management and mobile app provisioning, own digital employee experience (DEX) telemetry and proactive self-healing remediation, and govern AI support copilot and first-line AI self-service initiatives. People leadership is central: the director will lead, coach, and develop a team of approximately 24 support professionals and drive key projects such as AI service desk implementation, passwordless recovery, and zero-touch automation. Required qualifications include a bachelor’s degree in MIS, Computer Science, IT, or a related field, or at least 7 years of IT support experience; 5+ years leading a service desk or end-user-computing team at comparable scale; deep experience with ITSM platforms and ITIL v4 service-operation practices; hands-on endpoint and mobile device management experience; strong AI adoption and technical implementation experience in a service desk environment; knowledge base and self-service program experience; automation experience for onboarding workflows; and ITIL v4 Foundation certification. Preferred qualifications may include experience with DEX tooling, self-healing remediation, and relevant certifications.