Director, End User Services; AI Automation & Service Optimization

Director, End User Services (AI Automation & Service Optimization) Overview

We are seeking a forward‑thinking Director of End User Services to lead the transformation of our end‑user support ecosystem. This role will drive the adoption of AI‑powered automation, elevate break/fix performance, streamline access and service request processes, and modernize asset management and inventory control. You will combine operational excellence with innovation—leveraging data, automation, and user‑centric design to deliver a seamless, scalable end‑user experience.

• Define and execute a roadmap for AI‑driven automation across End User Services (e.g., virtual agents, self‑healing, workflow automation).
• Identify high‑volume, repeatable processes and implement automation to reduce manual effort and resolution time.
• Partner with IT, Security, and Business teams to integrate AI solutions into service delivery platforms (e.g., Service Now, endpoint tools).
• Establish metrics to measure automation effectiveness (deflection rates, MTTR reduction, user satisfaction).

• Lead global end‑user support operations to improve incident response and resolution times.
• Implement proactive and predictive support models (e.g., monitoring, self‑remediation).
• Drive root cause analysis discipline to eliminate recurring issues.
• Establish SLAs/XLAs focused on both performance and user experience.

• Oversee and improve identity, access, and request fulfillment processes.
• Streamline workflows to reduce cycle time and improve transparency.
• Champion self‑service capabilities and knowledge management to reduce ticket volume.
• Ensure compliance with security and audit requirements.

• Develop and maintain a robust IT asset lifecycle management program (procurement through disposal).
• Implement accurate, real‑time inventory tracking and reconciliation processes.
• Optimize hardware/software utilization and cost management.
• Ensure compliance with financial, security, and regulatory standards.

• Establish a user‑centric service model with measurable satisfaction (CSAT, NPS, XLAs).
• Analyze service data to identify trends and improvement opportunities.
• Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.

• Build and lead high‑performing global teams across service desk, desktop support, and endpoint services.
• Collaborate with Infrastructure, Security, HR, and Business Units to align services with business needs.
• Manage vendor relationships and outsourced service providers.
• Develop talent and foster a culture of innovation and accountability.

• Bachelor degree in Information Technology, Business, or related field (Masters preferred).
• 10+ years of experience in IT End User Services or IT Operations, with at least 5 years in leadership.
• Proven experience implementing AI/automation in IT support environments.
• Strong knowledge of:
• ITIL / ITSM frameworks
• Endpoint management (e.g., Intune, SCCM, Jamf)
• Service management platforms (e.g., Service Now)
• Identity & Access Management (IAM)
• Demonstrated success improving break/fix performance, request fulfillment, and asset management.
• Experience managing global teams and third‑party vendors.

• Strategic thinking with hands‑on execution ability
• Data‑driven decision making
• Process optimization and automation mindset
• Strong leadership and stakeholder management
• Excellent communication and change management skills

• Reduction in Mean Time to Resolve (MTTR)
• Increased automation/deflection rates
• Improved CSAT/NPS scores
• Reduction in ticket volume through self‑service
• Asset accuracy and lifecycle compliance
• Faster access/request fulfillment times

Objective:
Establish control, deliver quick wins, and expose gaps.

• Stand up a daily operations cadence (incident review, backlog burn‑down, SLA tracking).
• Baseline and publish core metrics: MTTR, First Contact Resolution (FCR), ticket volume…