Support Services Director

Simply Put, A Great Place to Work Benesch is a growing, multi-disciplined planning, engineering, and professional services firm. We enhance infrastructure and communities across the country – creating spaces and providing connections in ways that make a difference. We pride ourselves on being nimble enough to remain responsive to client needs yet large enough to offer exceptional bench strength. As a member of our team, you’ll have an opportunity to draw from those resources when you need them and, likewise, contribute your expertise when you have something to share.

At Benesch, we are looking for candidates with varied backgrounds and worldviews. We are committed to offering an inclusive work environment where everyone feels valued and respected. Statistics show that women and underrepresented groups are less likely to apply for a position if they don’t meet 100% of the qualifications. If this statement resonates with you, don’t be so hard on yourself—

Benesch is seeking a Support Services Director to lead and elevate the strategy, performance, and continuous improvement of our Service Desk, endpoint lifecycle, end-user technology support, and employee productivity services. Reporting directly to the Chief Information Officer, this role will shape a modern, metrics-driven support organization that delivers a secure, reliable, and seamless technology experience for our employees while advancing Benesch’s business priorities and evolving workplace needs.

The ideal candidate is a forward-thinking, service-oriented technology leader who combines strong operational discipline with a modern employee-experience mindset.

You will have the opportunity to lead distributed teams, modernize support services through automation and analytics, build strong partnerships across the business, and drive meaningful change in a fast-paced, multi-office professional services environment.

Set the vision and strategic direction for Benesch’s Service Desk, endpoint lifecycle, and end-user support functions, establishing a scalable operating model focused on service excellence, employee experience, and continuous improvement.

Partner with IT and business leaders to turn technology strategy and business needs into clear support priorities, roadmaps, staffing plans, and measurable outcomes.

Build a data-driven support organization by defining and monitoring service levels, customer satisfaction, resolution quality, response times, ticket trends, demand forecasts, and employee experience metrics.

Champion a secure and reliable technology environment by ensuring end-user applications, systems, devices, and support processes align with Benesch’s cybersecurity, compliance, asset management, identity, data protection, and risk management standards.

Lead, coach, and develop managers, supervisors, and staff while building a high-performing culture grounded in accountability, collaboration, service excellence, and professional growth.

Develop workforce plans, capacity models, and staffing strategies that enable the team to scale with Benesch’s growth across a distributed office and hybrid work environment.

Oversee operating budgets, capital plans, vendor spend, and investment recommendations, balancing service performance, technology lifecycle needs, cost discipline, and business priorities.

Partner with Human Resources and IT leadership on talent strategy, hiring, performance management, compensation, career development, and organizational structure.

Build and lead strategic relationships with technology vendors, managed service providers, and other partners, ensuring strong performance, cost-effectiveness, service quality, and accountability across insourced, outsourced, and co-managed operations.

Drive modernization through automation, analytics, self-service capabilities, and process improvements that make technology support more proactive, efficient, and easy to navigate.

Lead teams through organizational and technology change, anticipate operational challenges, and keep the employee experience at the center of every decision.

• Bachelor’s degree in Computer…