Director - IT Service Desk & End-User Support

## Director - IT Service Desk & End-User Support
** Scottsdale,AZ85254
*
* Employment Type:

Perm Job Number: 25818

Remote Options:
Onsite##

Job Description Director – IT Service Desk & End-User Support  
** Department:
** IT & Security  
*
* Employment Type:

** Full-Time, Exempt  
*
* Reports To:

** Chief Information Officer (CIO) or Executive IT Leader  
*
* Location:

** Scottsdale, AZ  About the Role  Our client is seeking a Director of IT Service Desk & End-User Support to lead service desk operations and end-user technology support for an organization of approximately 2,000 employees.
This role will oversee Tier-1 and Tier-2 support, endpoint management, device lifecycle, and the employee Day-1 onboarding experience. The ideal candidate will bring a strong service-management background and a track record of improving support through automation, knowledge management, self-service, and AI-enabled solutions.
You will lead a team of approximately 20–24 IT support professionals and establish a consistent, efficient, and user-focused support experience across the organization.  

Key Responsibilities Service Desk Operations
* Lead IT Service Desk operations using ITIL 4 service-management practices.
* Oversee ticket intake, first response, incident resolution, and service request fulfillment.
* Manage Tier-1 and Tier-2 support, including password and MFA reset execution, standard software installations, and other end-user requests.
* Establish service standards, operating procedures, and performance metrics to improve support quality and efficiency.

Endpoint & Device Management
* Oversee endpoint imaging, provisioning, deployment, and lifecycle management.
* Manage end-user endpoint patching, security updates, and end-of-life device replacement.
* Lead Mobile Device Management (MDM) and mobile application provisioning.
* Oversee hardware return and recovery processes.
* Ensure device readiness and a seamless technology experience for new employees.

Knowledge Management & Self-Service
* Own the end-user knowledge base and self-service service catalog.
* Develop and maintain support documentation, troubleshooting resources, and standard fulfillment workflows.
* Expand self-service capabilities to reduce manual support effort and improve resolution times.
* Leverage AI-enabled support tools and automation to improve the employee experience.

Digital Employee Experience
* Oversee Digital Employee Experience (DEX) monitoring and telemetry.
* Implement proactive endpoint remediation and self-healing capabilities.
* Use support trends, employee feedback, and performance data to identify opportunities for improvement.
* Monitor employee experience metrics, including customer satisfaction and service-level performance.

Team Leadership & Collaboration
* Lead, hire, coach, and develop a high-performing IT support team.
* Manage staffing, scheduling, performance expectations, and professional development.
* Partner with Identity, Infrastructure, Cloud, Security, and other technology teams to support enterprise initiatives.
* Collaborate on onboarding automation, passwordless authentication, endpoint security, and AI-enabled service desk initiatives.
* Escalate security concerns and suspected unauthorized AI usage through established enterprise processes.

What Success Looks Like
* Improve first-contact resolution and reduce time to resolution for Tier-1 support requests.
* Increase ticket deflection through knowledge management and AI-enabled self-service.
* Deliver Day-1 device readiness for new employees.
* Maintain strong endpoint patch compliance and eliminate unremediated end-of-life devices.
* Automate routine service requests and onboarding workflows.
* Improve employee satisfaction and overall digital support experience.

Key Initiatives
*…