Director of End User Services

Arlington, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Stand Together is a philanthropic community that helps Americas boldest changemakers tackle the root causes of our countrysbiggest problems from education to the economy broken communities and toxic division among dozens of other pressing issues. We provide our partners with access to resources including funding thought leadership a network of peers and a playbook for applying proven principles to transform lives and society.

Stand Together is seeking aDirector of End User Servicesto deliver an industry-leading employee technology experience by leading our Service Desk organization and workplace-facingtechnologyservice teams. You will own the end-user services strategy andoperatingmodel applying modern support practices to improve service quality increase first-contact resolution reduce cycle times and create a scalable predictable support experience across the community.

This role leads a multi-function support organization that includes aTieredService DeskExecutive DesksideSupportIT Asset Management andIT-focusedEmployee Lifecycleteam plus an adjacent service team responsible forAVServicesandMicrosoftServices. You will set the bar for operational excellenceservice automationknowledge maturity and measurable outcomes-ensuring end-user services are reliable secure and financially responsible.

This roleispredominantlyon-sitein Arlington VAbuthybridcandidates will be considered.

How You Will Contribute

Champion a healthy principle-led cultureby embeddingPrinciple-Based Management across hiring onboarding and development;modelthe principles and ensure they are consistently practicedacross the organization
Own the end-user services visionroadmap and practicemodelacross Service Desk employee lifecycleITservices IT asset lifecycle AV and Microsoft workplace servicesconnecting priorities to measurable outcomes (experience reliability speed and cost)
Lead coach and scale a high-performing Service Desk operationwith clear skill development quality assurance and consistent execution acrossTieredSupportExecutive Deskside SupportITAM and lifecycle teams (onboarding/moves/offboarding)
Establish and enforce operational standardsrooted in ITIL and HDI practices including incident and requesthandling escalation paths swarming/collaboration models and no-surprises stakeholder communication
Build an executive-gradeExecutiveSupport experiencewith clear eligibility responseobjectives customer communication standards and privacy-aware handlingwhile preventing the VIP queue from undermining standard service channels
Own end-user service performance management including:
Customer/employee experience metrics (CSAT sentiment experience drivers)
Operational efficiency metrics (first-contact resolution time-to-first-response time-to-resolution backlog aging reopen rate)
Quality metrics (ticket hygiene knowledge usage repeat contact rate escalation accuracy)
Cost and productivity metrics (cost per ticket automation deflection device lifecycle cost trends)
Define and run service reviewswith stakeholders that turn reporting into action: trends recurring pain points root causes and a prioritized improvement backlog that is delivered and verified
Establish a knowledge-first operating model(e.g. KCS-aligned practices): governance article quality standards coaching and measurement of knowledge contribution and reuse to reduce repeat incidents and increase self-service success
Scale support through automation and self-serviceby implementing high-value deflection and workflow automation (intake routing approvals password/account workflows device remediation runbooks and employee lifecycle workflows)
Lead IT Asset Management maturityacross procurement intake inventory accuracy lifecycle controls refresh/reclaim motions endpoint standards license/compliance coordination and audit readinesstreating ITAM as a service enabler not a spreadsheet exercise
Run employee lifecycle services as a product: standardize onboarding/offboarding reduce cycle time improve accuracy and partner tightly with HR Security and Hiring Managers to deliver a consistent day 1 ready experience
Own AV and Microsoft service operations outcomes including service reliability incident response user enablement adoption support and operational change governance (e.g. updates releases policy changes and communications that minimize disruption)
Drive continual improvement with visible outcomes including quarterly service improvement themes reduction of top repeat issues reduction in manual toil improved self-service adoption and clear ROI narratives for operational investments
Manage vendors and financial stewardshipfor end-user services (where applicable) including performance management contract accountability cost transparency and investment recommendations

What You Will Bring

You have10 yearsleading end-user support service desk workplace technologyincludingservice delivery accountabilityandmulti-team leadership(you will be managing managersin this role)
You aredeeply fluent in ITIL and HDI practices and can translatethesepracticesinto simple adopted operating behaviors (not documentation theatre)
You have proven successoperatingatiered support modeland improving flow: better triage fewer handoffs faster resolution higher first-contact resolution
You have built or rebuiltservice desk operating modelsthat measurably improved: CSAT resolution time backlog health knowledge maturity and consistency of execution
You are strong inmetrics analytics and decision-making: you define what mattersvalidatedata integrity publish dashboards leadership trusts and use insights to drive action and accountability
You can lead complex cross-functional workflows (HR Security IT Facilities) with crisp ownership SLAs and automation-first execution
You bring high operational discipline: clear expectations coaching quality managementincident commsmaturity and continuous improvement that sticks
You communicate with clarity and credibility across all levels-from frontline analysts to executives-balancing empathy for the employee experience with rigor in execution and stewardship
Enthusiasm to contribute to Stand Togethers vision and principled approach to solving problems and a commitment to stewarding our culture which champions values including transformation and innovation entrepreneurialism humility and respect.

Stand Out Candidates Will Bring

Leadershipexperiencebuilding a high-performing support center (workforce management QA programs coaching systems contact strategy shift-left practices)serving bothinternal and externalcustomers
Demonstrated success implementingexperience-centered service management(e.g. XLAs journey-based measurementemployee experience signals) that improves employee satisfaction and operational efficiency
Experience scaling end-user services withautomation and AI-assisted support(virtual agentsassistedtriage summarization intelligent routing) withappropriate governanceand quality controls
Strongknowledge management leadership(KCS or equivalent) with measurable improvements in deflection reduced repeat contacts and faster resolution for common issues
Your experience withservice management platforms(Jira Software and JSM preferred)is deeperthan the teams delivering them; you use reporting toolsto translate process execution into visible quantifiable value
Instinctively challenges organizational inertia. Understands that sustainable improvement often requires tearing down legacy structures and has the judgment to know when removal creates more value than addition
Relevant certifications such asITILHDIKCS(nice-to-have not a substitute fordemonstratedoutcomes)

What We Offer

Competitive benefits: Enjoy a 6% 401(k) match with immediate vesting flexible time off comprehensive health and dental plans plus wellness and mental health support through Peloton and Talkspace.
A meaningful career: Join a passionate community of over 1300 employees dedicated to improving lives and driving innovative solutions to complex social challenges.
Commitment to growth: Thrive in a non-hierarchical environment that empowers employees to discover develop and apply their unique talents.
Competitive compensation: Our approach rewards the value you create through competitive salaries and bonus opportunities allowing you to share in the success you help drive.

Our Values:Working for an organization within the Stand Together philanthropic community is different from many other places. The culture is deeply rooted in Principle Based Management (PBM) a framework guided by the principles that drive human progress such as dignity openness and bottom-up empowerment. PBM empowers employees to be entrepreneurial to innovate and to continually drive transformation.

We believe diversity fuels creativity broadens knowledge and helps drive success. That is why were proud to be an Equal Opportunity Employer and strive to treat all employees and applicants with honesty dignity and respect.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Director

Stand Together is a philanthropic community that helps Americas boldest changemakers tackle the root causes of our countrysbiggest problems from education to the economy broken communities and toxic division among dozens of other pressing issues. We provide our partners with access to resources incl...

This roleispredominantlyon-sitein Arlington VAbuthybridcandidates will be considered.

How You Will Contribute

Champion a healthy principle-led cultureby embeddingPrinciple-Based Management across hiring onboarding and development;modelthe principles and ensure they are consistently practicedacross the organization
Own the end-user services visionroadmap and practicemodelacross Service Desk employee lifecycleITservices IT asset lifecycle AV and Microsoft workplace servicesconnecting priorities to measurable outcomes (experience reliability speed and cost)
Lead coach and scale a high-performing Service Desk operationwith clear skill development quality assurance and consistent execution acrossTieredSupportExecutive Deskside SupportITAM and lifecycle teams (onboarding/moves/offboarding)
Establish and enforce operational standardsrooted in ITIL and HDI practices including incident and requesthandling escalation paths swarming/collaboration models and no-surprises stakeholder communication
Build an executive-gradeExecutiveSupport experiencewith clear eligibility responseobjectives customer communication standards and privacy-aware handlingwhile preventing the VIP queue from undermining standard service channels
Own end-user service performance management including:
Customer/employee experience metrics (CSAT sentiment experience drivers)
Operational efficiency metrics (first-contact resolution time-to-first-response time-to-resolution backlog aging reopen rate)
Quality metrics (ticket hygiene knowledge usage repeat contact rate escalation accuracy)
Cost and productivity metrics (cost per ticket automation deflection device lifecycle cost trends)
Define and run service reviewswith stakeholders that turn reporting into action: trends recurring pain points root causes and a prioritized improvement backlog that is delivered and verified
Establish a knowledge-first operating model(e.g. KCS-aligned practices): governance article quality standards coaching and measurement of knowledge contribution and reuse to reduce repeat incidents and increase self-service success
Scale support through automation and self-serviceby implementing high-value deflection and workflow automation (intake routing approvals password/account workflows device remediation runbooks and employee lifecycle workflows)
Lead IT Asset Management maturityacross procurement intake inventory accuracy lifecycle controls refresh/reclaim motions endpoint standards license/compliance coordination and audit readinesstreating ITAM as a service enabler not a spreadsheet exercise
Run employee lifecycle services as a product: standardize onboarding/offboarding reduce cycle time improve accuracy and partner tightly with HR Security and Hiring Managers to deliver a consistent day 1 ready experience
Own AV and Microsoft service operations outcomes including service reliability incident response user enablement adoption support and operational change governance (e.g. updates releases policy changes and communications that minimize disruption)
Drive continual improvement with visible outcomes including quarterly service improvement themes reduction of top repeat issues reduction in manual toil improved self-service adoption and clear ROI narratives for operational investments
Manage vendors and financial stewardshipfor end-user services (where applicable) including performance management contract accountability cost transparency and investment recommendations

What You Will Bring

You have10 yearsleading end-user support service desk workplace technologyincludingservice delivery accountabilityandmulti-team leadership(you will be managing managersin this role)
You aredeeply fluent in ITIL and HDI practices and can translatethesepracticesinto simple adopted operating behaviors (not documentation theatre)
You have proven successoperatingatiered support modeland improving flow: better triage fewer handoffs faster resolution higher first-contact resolution
You have built or rebuiltservice desk operating modelsthat measurably improved: CSAT resolution time backlog health knowledge maturity and consistency of execution
You are strong inmetrics analytics and decision-making: you define what mattersvalidatedata integrity publish dashboards leadership trusts and use insights to drive action and accountability
You can lead complex cross-functional workflows (HR Security IT Facilities) with crisp ownership SLAs and automation-first execution
You bring high operational discipline: clear expectations coaching quality managementincident commsmaturity and continuous improvement that sticks
You communicate with clarity and credibility across all levels-from frontline analysts to executives-balancing empathy for the employee experience with rigor in execution and stewardship
Enthusiasm to contribute to Stand Togethers vision and principled approach to solving problems and a commitment to stewarding our culture which champions values including transformation and innovation entrepreneurialism humility and respect.

Stand Out Candidates Will Bring

Leadershipexperiencebuilding a high-performing support center (workforce management QA programs coaching systems contact strategy shift-left practices)serving bothinternal and externalcustomers
Demonstrated success implementingexperience-centered service management(e.g. XLAs journey-based measurementemployee experience signals) that improves employee satisfaction and operational efficiency
Experience scaling end-user services withautomation and AI-assisted support(virtual agentsassistedtriage summarization intelligent routing) withappropriate governanceand quality controls
Strongknowledge management leadership(KCS or equivalent) with measurable improvements in deflection reduced repeat contacts and faster resolution for common issues
Your experience withservice management platforms(Jira Software and JSM preferred)is deeperthan the teams delivering them; you use reporting toolsto translate process execution into visible quantifiable value
Instinctively challenges organizational inertia. Understands that sustainable improvement often requires tearing down legacy structures and has the judgment to know when removal creates more value than addition
Relevant certifications such asITILHDIKCS(nice-to-have not a substitute fordemonstratedoutcomes)

What We Offer

Competitive benefits: Enjoy a 6% 401(k) match with immediate vesting flexible time off comprehensive health and dental plans plus wellness and mental health support through Peloton and Talkspace.
A meaningful career: Join a passionate community of over 1300 employees dedicated to improving lives and driving innovative solutions to complex social challenges.
Commitment to growth: Thrive in a non-hierarchical environment that empowers employees to discover develop and apply their unique talents.
Competitive compensation: Our approach rewards the value you create through competitive salaries and bonus opportunities allowing you to share in the success you help drive.