Director, Design Center Operations & End-User Services
Listed on 2026-10-30
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IT/Tech
IT Support, Systems Administrator
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Director, Design Center Operations & End-User ServicesDate: Oct 27, 2026
General OverviewFunctional Area: ITM - Information Technology
Career Stream: SSE - IT Site Services
Role: Director
Job Title: Director, IT Site Services
Job Code: DIR-ITM-SSE
Job Level: Band 12
Profile-Holding: N
Direct/Indirect Indicator: Indirect
Supporting 2,500+ global R&D, hardware, software, and AI engineers
, our division is pivoting away from basic corporate helpdesk models to deliver an "uber-technical," developer-centric support ecosystem. Engineers in our environment require tailored developer environments—including native Linux laptop builds, specialized workstation hardware, high-privilege access allow listing, and rapid lab support.
In this role, you will lead a dedicated team of 17+ technical specialists across North America and Asia covering R&D Lab (RDL) network support, endpoint management, Zero-trust endpoint security tools allow listing, and site support. You will own the end-to-end frontline experience, ensuring IT acts as a force multiplier for engineering productivity and release velocity.
Key Responsibilities1. High-Touch Engineering Support & Service Delivery (Tower 1 Execution)
Uber-Technical Help Desk: Build and manage a specialized Tier 1/2/3 technical support function tailored specifically to demanding hardware and software engineering cohorts.
Rapid Incident Resolution: Establish aggressive SLA benchmarks and incident triage workflows for developer-impacting issues, minimizing engineering downtime across all sites.
Frictionless Developer Onboarding: Drive automated IT onboarding and access provisioning, ensuring new engineers are fully equipped with hardware, access keys, and build environments on day one.
2. Endpoint Management & Security Allow listing
Cross-Platform Endpoint Engineering: Oversee the provisioning, patching, and hardware lifecycle management for high-performance engineer laptops and workstations across native Linux distributions, Windows, and macOS.
Privileged Access & Allow listing: Direct dedicated Zero-trust endpoint security tools specialists in Toronto and Asia to manage application allow listing, kernel-level drivers, and developer elevation requests without introducing unnecessary friction.
Developer Tool Support: Partner with infrastructure and security teams to support jump host access, containerized developer VMs, and IDE completions.
Global Design Center Oversight: Manage physical site IT operations and hands-and-feet support across design centers in North America (Santa Clara, San Jose, Austin, Milpitas, Richardson) and Asia (Shanghai, SSL, Taiwan, Penang, Chennai).
R&D Lab (RDL) Physical Support: Direct dedicated lab network support staff providing local cabling, physical switch/router racking, jump host maintenance, and hardware troubleshooting inside R&D testing labs.
Vendor & Hardware Lifecycle: Manage local IT procurement, spare parts inventory, warranty replacements, and local vendor relationships across all regional engineering facilities.
Candidate Profile and QualificationsExperience & Leadership
Technical Service Leadership: 8+ years of progressive IT service delivery or site support leadership experience within engineering-centric, hardware, software, or high-tech manufacturing organizations.
Team Scale: Proven experience managing multi-site or global support teams (10+ direct/indirect technicians and systems administrators).
Developer-First Mindset: Demonstrated success supporting technical end-users (developers, chip designers, embedded systems engineers) who require non-standard environments.
Multi-OS Endpoint Mastery: Deep technical familiarity with native Linux desktop environments (Ubuntu, RHEL, CentOS),…
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