Director, IT Service Desk & End-User Support

At arrivia
, we’re passionate about making travel experiences unforgettable. As a global leader in the travel industry, we’re looking to hire a talented Director of IT Service Desk & End-User Support to join our IT team in Scottsdale.

You will lead the Service Desk and end-user support experience for roughly 2,000 employees across our local and global teams, owning Tier-1 and Tier-2 support, device lifecycle, and the Day-1 onboarding experience. You will lead the Service Desk and Tech Support team and report to our EVP of IT Operations.

This is a build role, not a maintain role. You will make self-service and AI the default path to resolution, cut manual toil through knowledge and automation, and set the standard for how technology feels to every employee at arrivia
.

• Service Desk Operations: Run the ITIL 4 Service Desk as the single point of contact for intake, first response, and Tier-1 incident handling.
• Incident and Request Management: Own Tier-1 and Tier-2 incident response and request fulfillment, including password and MFA reset execution.
• AI-First Support: Govern the AI support copilot and first-line AI self-service, and refer suspected shadow-AI to App & AI Security under the enterprise AI-use policy.
• Self-Service and Knowledge: Own the end-user knowledge base and self-service catalog so employees solve more on their own.
• Device Lifecycle: Own imaging, provisioning, deployment, end-user endpoint patching, and EOL replacement.
• Endpoint and Mobile Management: Operate MDM and mobile app provisioning across the end-user fleet.
• Digital Employee
  
  Experience:
  
  Own DEX telemetry and proactive, self-healing remediation that fixes issues before tickets arrive.
• Workplace Technology: Manage AV and conference-room technology, plus VIP, executive, and accessibility support.
• Experience Metrics: Measure XLA and CSAT to SDI and HDI standards, and feed ticket-trend analytics into Problem Management.
• Team Leadership: Hire, coach, and develop the Service Desk and Tech Support team, with room to grow the group.
• Cross-Functional Partnership: Work alongside Identity, Change & Configuration, and Infrastructure & Cloud teams across regions.
• Flagship Programs: Drive the AI service desk and self-healing endpoints, passwordless and passkey self-service recovery, and zero-touch JML automation.

• 90% or better first-contact resolution on Tier-1 tickets, with median resolution in 4 business hours or less.
• 30% or more of inbound tickets deflected through knowledge base and AI self-service.
• Day-1 device readiness on the start date for 98% or more of joiners.
• Endpoint patch compliance at 95% or better within 14 days, with zero unremediated EOL devices.
• 40% or more of routine fulfillment automated through self-service and agentic workflows.

• Bachelor's degree in MIS, Computer Science, IT, or a related field, or a minimum of 7 years in IT support.
• 5+ years leading a service desk or end-user computing team at comparable scale.
• Deep experience with ITSM platforms such as Service Now or Jira Service Management, plus ITIL 4 service-operation practices.
• Hands-on endpoint management and MDM experience with Intune, SCCM, or Jamf.
• Experience with DEX tooling such as Nexthink or 1E and self-healing remediation.
• Experience running a knowledge base and self-service program, for example Knowledge-Centered Service.
• A track record of improving first-contact resolution, deflection, and CSAT or XLA.
• Experience automating fulfillment and onboarding, or JML, workflows.
• People-leadership experience across hiring, coaching, scheduling, and performance management.
• Ability to translate complex technology issues for a wide range of audiences.
• ITIL v4 Foundation required. HDI or CompTIA A+ preferred.
• U…