Director, Design Center Operations & End-User Services

Req  Region:
Americas Country: USA State/Province:
Texas City:  Richardson General Overview

Functional Area:

ITM - Information Technology Career Stream:  SSE - IT Site Services Role:  Director

Job Title:

Director, IT Site Services
Job Code:  DIR-ITM-SSEJob Level:  Band 12       Profile-Holding: N
Direct/Indirect Indicator:  Indirect

Role Overview We are seeking a hands-on, high-velocity Director of Design Center Operations & End-User Services to lead frontline IT service delivery, endpoint engineering, and site support operations across our global engineering design hubs.

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  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 Responsibilities
1. 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.
3. Global Site IT & R&D Lab Hands-Support 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 Qualifications Experience & 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…