Director of End User Services

Stand Together is a philanthropic community that helps America’s boldest changemakers tackle the root causes of our country’s biggest problems, from education to the economy, broken communities, and toxic division, among dozens of other pressing issues. We provide our partners with access to resources including funding, thought leadership, a network of peers, and a playbook for applying proven principles to transform lives and society.

Stand Together is seeking a Director of End User Services to deliver an industry-leading employee technology experience by leading our Service Desk organization and workplace-facing technology service teams. You will own the end-user services strategy and operating model, applying modern support practices to improve service quality, increase first-contact resolution, reduce cycle times, and create a scalable, predictable support experience across the community.

This role leads a multi-function support organization that includes a Tiered Service Desk, Executive Deskside Support, IT Asset Management, and IT-focused Employee Lifecycle team, plus an adjacent service team responsible for AV Services and Microsoft Services. You will set the bar for operational excellence, service automation, knowledge maturity, and measurable outcomes—ensuring end-user services are reliable, secure, and financially responsible.

This role is predominantly on-site in Arlington, VA, but hybrid candidates will be considered.

• Champion a healthy, principle-led culture by embedding Principle-Based Management across hiring, onboarding and development; model the principles and ensure they are consistently practiced across the organization
• Own the end-user services vision, roadmap, and practice model across Service Desk, employee lifecycle IT services, IT asset lifecycle, AV, and Microsoft workplace services, connecting priorities to measurable outcomes (experience, reliability, speed, and cost)
• Lead, coach, and scale a high-performing Service Desk operation with clear skill development, quality assurance, and consistent execution across Tiered Support, Executive Deskside Support, ITAM, and lifecycle teams (onboarding/moves/offboarding)
• Establish and enforce operational standards rooted in ITIL and HDI practices, including incident and request handling, escalation paths, swarming/collaboration models, and “no-surprises” stakeholder communication
• Build an executive-grade Executive Support experience with clear eligibility, response objectives, customer communication standards, and privacy-aware handling while preventing the VIP queue from undermining standard service channels
• Own end-user service performance management
  , including:
• Customer/employee experience metrics (CSAT, sentiment, experience drivers)
• Operational efficiency metrics (first-contact resolution, time-to-first-response, time-to-resolution, backlog aging, reopen rate)
• Quality metrics (ticket hygiene, knowledge usage, repeat contact rate, escalation accuracy)
• Cost and productivity metrics (cost per ticket, automation deflection, device lifecycle cost trends)
• Define and run service reviews with stakeholders that turn reporting into action: trends, recurring pain points, root causes, and a prioritized improvement backlog that is delivered and verified
• Establish a knowledge-first operating model (e.g., KCS-aligned practices): governance, article quality standards, coaching, and measurement of knowledge contribution and reuse to reduce repeat incidents and increase self-service success
• Scale support through automation and self-service by implementing high-value deflection and workflow automation (intake, routing, approvals, password/account workflows, device remediation runbooks, and employee lifecycle workflows)
• Lead IT Asset Management maturity across procurement intake, inventory accuracy, lifecycle controls, refresh/reclaim motions, endpoint standards, license/compliance coordination, and audit readiness—treating ITAM as a service enabler, not a spreadsheet exercise
• Run employee lifecycle services as a product
  : standardize onboarding/offboarding, reduce cycle time, improve accuracy, and partner tightly with HR, Security,…