Sr Director, Service Desk & End User Experience

Denver, CO - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

Reporting to the Chief Information Officer the organization is seeking a strategic and results-oriented Senior Director of Service Desk & End-User Experience to lead its global IT support organization. This is a critical leadership role responsible for defining and executing a vision that scales the service delivery elevates the end-user experience and drives operational excellence. The ideal candidate will transform the support model from reactive to proactive leveraging data-driven insights and automation to increase satisfaction and efficiency across the fast-growing organization.

Key Responsibilities and Essential Job Functions

StrategicLeadership andVision:

Develop and execute a multi-year strategy for end-user support and experience that aligns withFlexentialscompany goals. Define the future state of our service desk incorporating advanced tools processes and technologies

ScalableServiceDelivery:

Oversee all service desk operations ensuring the delivery oftimely high-quality and scalable support services for both internal employees and external customers. Build and mature a follow-the-sun support model to serve ournationwidedata center footprint

PerformanceManagement andOptimization:

Implement and manage a robust set of KPIs and user experience metrics (such as CSAT NPS/eNPS and task completion rates) to drive continuous improvement. Use data toidentifysystemic issues and prioritize preventative actions over reactive fixes

Process and technology adoption:

Champion the adoption of ITIL-based processes and modern service management technologies. Evaluate and implement new tools (e.g. AI-powered support automation) tooptimizeoperations and enhance the user journey

StakeholderEngagement:

Establish andmaintainstrong relationships with senior leadership and other departments to ensure end-user support strategies are integrated withFlexentialsNorth Starobjectives

Customer experience advocacy:

Act as the voice of the user using feedback and data to influence the design and functionality of internal and client-facing IT systems. Ensure that every user interaction reflects our companys commitment to exceptional service

Leadership Expectations:

Shape the Future

Lead ateam ofemployee and contractinfrastructure support professionals inestablishinga forward-looking culture built on ownership excellence and customer-centricity that positionsFlexentialfor long-term success

Inspire Others

Mentor andmotivatesupport professionals across locations creating an environment where team members are energized to deliver exceptional customer experiences and take pride in their technicalexpertise

OptimizeTalent

Design and implement strategic career pathing frameworks that align individual strengths and aspirations with organizational needs ensuring the right people are positioned for maximum impact

Foster Growth

Develop comprehensive technical training programs and individualized career development plans that build team capabilities and advance professionals toward their next level of contribution

Required Qualifications:

Bachelors degree in Computer Science Cybersecurity Information TechnologyEngineering or related technical field

ABachelors degree in Information Technology Computer Science or a related field; a masters degree is a plus

10 years of progressive experience in IT service delivery and support with at least 5 years in a senior leadership role managing a large-scale enterprise-level service desk

Proven experience scaling ITsupportoperations in ahigh-growth demanding environment

Expertisein IT service management (ITSM) frameworks particularly ITIL

Deep understanding of end-user technologies including endpoints M365 and modern remote support tools

Exceptional analytical skills with the ability toleveragedata to drive decisions anddemonstratethe business value of IT support

Strong verbal and written communication skills with the ability to effectively communicate complex technical topics to a variety of audiences including executive leadership

Preferred Qualifications:

Experience ina nationwidetechnologyinfrastructure space

A background in implementing large-scale support automation and self-service initiatives

A passion for technology anda track recordof driving innovation in the end-user experience space.

Demonstrated ability to balance process-driven efficiency with a human-centric approach to support

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer in an office environment

Ability to travel up to 20% for customer meetings audits conferences or industry events

Flexibility for after-hours availability to respond to security incidents crises or critical business needs

Ability to work effectively in a fast-paced dynamic environment with competing priorities

Base Pay Range: Annualized salary range offered for this position is estimated to be $180000 - $201000. However the actual pay range depends on each candidates experience location and qualifications.

Variable Pay: Discretionary annual bonus based on personal and company performance.

#LI-Hybrid

Flexential participates in the E-Verify program. Please click here for more information.

This position has the following safety hazards:

Ergonomics

Trip/Fall

Driving (mustpossessvalid drivers license and insurance)

Not meeting every single requirement No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If youre enthusiastic about this role and believe you have the skills and abilities that would make you successful dont hesitate to apply today!

Benefits of working at Flexential:
Medical Telehealth Dental and Vision
401(k)
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
Life and AD&D
Short Term and Long-Term disability
Flex Paid Time Off (PTO)
Leave of Absence
Employee Assistance Program
Wellness Program
Rewards and Recognition Program

Benefits are subject to change at the Companys discretion.

EEO Statement: Flexential is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.

Required Experience:

Exec

Job Description:Reporting to the Chief Information Officer the organization is seeking a strategic and results-oriented Senior Director of Service Desk & End-User Experience to lead its global IT support organization. This is a critical leadership role responsible for defining and executing a vision...