End User Services Director

The End User Service Director is part of the Information Technology functional area and is responsible for:

• Managing the End User Services team which consists of internal and external resources which provide 24X7 technical support for end users. End users and offices are currently located in the US, Europe and APAC regions.
• Acting as a resource and an escalation point for the Service Desk, managing end users and executive incidents, requests and projects to ensure delivery to SLAs.
• Overseeing the Incident Management process and ticketing system
• leading user/customer-centric teams and delivering on continuous service improvement initiatives, including 3rd parties
• Running IT services in a Service Management environment (ITIL, etc.) using expert working knowledge of key practices (incident, problem, change, service request, etc.)
• Measuring service performance to agreed SLAs and creating reports for stakeholders - with supporting context / narrative
• Solving complex problems for users through the use of technology - reviewing highly complex facts or situations requiring analysis, interpretation or comparison of a range of options
• Supervising and direct line management of one, or more teams including (but not limited to) - recruitment, capability and performance, training, leadership, motivation
• Management of financial budgets for your portfolio of services including development and monitoring of budgets
• Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
• Strong technical knowledge and ability to keep ahead of digital and technology initiatives
• Preferred experience with Office 365, SharePoint Online, Active Directory, Cisco Collaboration, Microsoft Teams, Wrike and Azure

Primary Responsibilities:

• Oversee the Service Desk team and acts as a point of escalation for management and the business on high priority requests and incident
• Provide support and guidance on End User issues and requests
• Act as a mentor and leader for the team, driving performance and process improvement
• Monitor ticket traffic to evenly distribute workload and ensure delivery to SLAs with the business
• Maintain Service Catalog and hardware standards for end users
• Review and approve purchases for end user hardware
• Communicate end user notifications of planned maintenance and outages
• Provide oversight of executive support, including quarterly board meetings and earnings calls
• Establish and maintain the Knowledge Base for end user and IT users
• Act as an Incident Manager for high priority issues to ensure timely resolution and communication with the business

Qualifications:

• Relentless focus on user needs and experience
• Problem-solving mindset - focusing on improving outcomes
• Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
• Able to work well within a busy environment
• Ability to work autonomously and delegate appropriately
• Minimum of Bachelor’s degree preferred