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-SSE

** Job 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 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 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 technical end-users (developers, chip designers, embedded systems engineers) who require non-standard environments.

** Technical Competencies*
* +  
** Multi-OS Endpoint Mastery:
** Deep technical familiarity with native Linux desktop environments (Ubuntu, RHEL, CentOS), Windows Enterprise, and macOS deployment frameworks.

+  
** Endpoint Security Tools:
** Exposure to application allow listing/zero-trust endpoint tools (e.g., Zero-trust endpoint security tools, Cyber Ark, Jamf, Intune).

+  
** Lab & Network Fundamentals:
** Solid understanding of physical…