Director - IT Service Desk & End-User Support

* To be considered for this role, you must complete the associated challenge.*

*** This role is onsite in Scottsdale, AZ
-it is NOT a remote or hybrid role***

You will lead arrivia's Service Desk and end-user support for roughly 2,000 employees, delivering a fast, consistent, self-service-first experience while shrinking manual toil through knowledge and AI deflection. You own Tier-1 and Tier-2 support, device imaging and lifecycle, and the Day-1 onboarding experience, and you make self-service and AI the default path to resolution. You'll build the team, the knowledge base, and the automation that keep support fast and consistent.

Reports to:

EVP - IT & Security / Chief Information Officer (CIO) Direct Reports:
Yes - leads the Service Desk & Tech Support team of approximately 24 (current 20, target 24)

WHAT YOU'LL DO

• Operate the Service Desk practice (ITIL
  4) as the single point of contact: ticket intake, first response, and Tier-1 incident handling.
• Run Incident Management (Tier-1/Tier-2) and Service Request Management / request fulfillment for standard end-user requests, including password/MFA reset execution (ITIL
  4).
• Own Deployment Management for end-user devices - imaging, provisioning, and lifecycle - and execute end-user endpoint patching and EOL replacement (ITIL 4; NIST CSF 2.0 Protect, scoped to end-user endpoints).
• Manage AV and conference-room technology and own the end-user knowledge base and self-service catalog content (ITIL 4 Knowledge Management).
• Operate Mobile Device Management (MDM) and mobile app provisioning for end-user devices (CIS Controls 1-2, endpoint asset/software inventory).
• Own Digital Employee Experience (DEX) telemetry and proactive / self-healing remediation (ITIL 4 Monitoring & Event Management).
• Manage hardware return/recovery logistics and VIP/executive and accessibility support.
• Measure experience (XLA/CSAT) to SDI/HDI service-desk standards and feed ticket-trend analytics into Problem Management (owned by Change).
• AI:
  Govern the AI support copilot and first-line AI self-service, and refer suspected shadow-AI to App & AI Security per the enterprise AI-use policy.

HOW THIS ROLE FITS THE TEAM

• Identity owns Access Control and Authentication (ISO/IEC 27001:2022
  
  A.5.15-A.5.17; NIST SP 800-63) - this role executes end-user resets and enrollment at Tier-1.
• Change & Configuration Management owns Problem Management and Change Enablement (ITIL
  4) - this role feeds incident and trend data into them.
• Infrastructure & Cloud owns EUS patching (ISO/IEC 27001:2022
  
  A.8.8) - this role owns end-user endpoint patching only.

WHAT SUCCESS LOOKS LIKE

• ≥90% first-contact resolution on Tier-1 tickets; median time-to-resolution ≤4 business hours.
• Deflect ≥30% of inbound tickets via knowledge base and AI self-service.
• Day-1 device readiness on the start date for ≥98% of joiners.
• Endpoint patch compliance ≥95% within 14 days; zero unremediated EOL devices.
• Automate ≥40% of routine fulfillment (resets, standard installs, access requests) via self-service and agentic workflows.

KEY PROJECTS

• AI service desk + self-healing endpoints (DEX) (Now) - GenAI self-service plus proactive endpoint remediation.
• Passwordless / passkey + self-service recovery (Now) - In support of Identity; removes the #1 ticket category.
• Zero-touch JML automation (Now) - HR-triggered provisioning for Day-1 readiness.