IT Director, End User Services
IT Director, End User Services
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1 Vacancy
Job Description
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. This role involves managing IT end user support teams implementing best practices across multiple regions optimizing workflows and ensuring the highest levels of customer satisfaction. You will have strong leadership and communication skills extensive technical expertise and a strategic mindset for delivering worldclass IT service at a global scale.
Key Responsibilities:
- Lead and manage global IT support teams including help desk technicians and regional IT leaders.
- Deliver timely and effective solutions to IT end user support requests and issues while aligning with service level agreements (SLAs) and ensuring an exceptional customer experience.
- Develop and implement IT support policies standards and procedures to enhance efficiency and ensure consistency across all locations.
- Align IT support strategies with business goals working closely with other IT teams and leadership.
- Manage vendor relationships and evaluate IT service providers
- Develop and maintain IT support training programs for staff and endusers across global offices.
- Provide strategic technical guidance and mentorship to IT support personnel worldwide.
- Prepare and present reports on IT support performance trends and key metrics to executive leadership.
- Ensure compliance with IT security policies data protection regulations and industry best practices on a global scale.
- Lead or participate in major IT projects system upgrades and digital transformation initiatives to support the companys international growth.
Qualifications :
Required:
- 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 problemsolving and communication skills.
- Ability to manage multiple priorities and complex projects in a dynamic fastpaced environment.
- Bachelors degree in Information Technology Computer Science or a related field. Masters degree preferred.
Preferred Qualifications:
- ITIL certification or other relevant IT service management certifications.
- Project management experience (PMP Agile or Scrum certification is an advantage).
Additional Information :
Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race color ancestry religion (including religious dress and grooming standards) sex (including pregnancy childbirth or related medical conditions breastfeeding or related medical conditions) gender (including a persons gender identity gender expression and genderrelated appearance and behavior whether or not stereotypically associated with the persons assigned sex at birth) age national origin sexual orientation medical condition marital status (including domestic partnership status) physical disability mental disability medical condition genetic information protected medical and family care leave Civil Air Patrol status military and veteran status or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our nondiscrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the Know Your Rights: Workplace Discrimination is Illegal poster. Our pay transparency policy is available here.
Western Digital thrives on the power and potential of diversity. As a global company we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees our company our customers and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging respect and contribution.
Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at to advise us of your accommodation request. In your email please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
Based on our experience we anticipate that the application deadline will be (3 months from posting) although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from
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Compensation & Benefits Details
- An employees pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills ability knowledge of the job; (3) performance contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
- The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California Colorado New York or remote jobs that can be performed in California Colorado and New York. This range may be modified in the future.
- You will be eligible to participate in Western Digitals ShortTerm Incentive (STI) Plan which provides incentive awards based on Company and individual performance. Depending on your role and your performance you may be eligible to participate in our annual LongTerm Incentive (LTI) program which consists of restricted stock units (RSUs) or cash equivalents pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires subject to Western Digitals Standard Terms and Conditions for Restricted Stock Unit Awards.
- We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life accident and disability insurance; taxadvantaged 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.
- Note: No amount of pay is considered to be wages or compensation until such amount is earned vested and determinable. The amount and availability of any bonus commission benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole discretion unless and until paid and may be modified at the Companys sole discretion consistent with the law.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
