IT Director, End User Services

As the IT Director of End User Services, you will lead with a passion for delivering exceptional customer support and elevating the overall employee experience. Your ability to anticipate, understand, and meet the evolving needs of end users will be key to driving service excellence and fostering a more connected, efficient workplace.

Requirements

• 10+ years of experience in IT end user services, with at least 5 years in a leadership role overseeing global support teams, user experience and operations
• Experience in developing and implementing best practices for end user support. Ability to identify opportunities for process improvements and drive operational efficiencies
• Ability to manage vendor service levels and ensure contractual obligations are met
• Strong knowledge of ITIL framework and service management best practices
• Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk) in a global enterprise setting
• Proficiency with device management systems and with troubleshooting IT end user issues
• Proven experience in strategic IT planning and execution at a global level
• Excellent leadership, problem-solving, and communication skills
• Ability to manage multiple priorities and complex projects in a dynamic, fast-paced environment

Benefits

• paid vacation time
• paid sick leave
• medical/dental/vision insurance
• life, accident and disability insurance
• tax-advantaged flexible spending and health savings accounts
• employee assistance program
• other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity
• tuition reimbursement
• transit
• the Applause Program, employee stock purchase plan, and the Western Digital Savings 401(k) Plan