Director, Global Service Desk

The Director of Global Service Desk & End User Platforms is a senior leadership role responsible for global end-user support digital employee experience (DEX) and ownership of critical enterprise platforms that underpin workforce productivity and operational resilience. This role extends beyond traditional Service Desk leadership to include strategic ownership governance and optimization of core end-user technology platforms including ITSM ITAM endpoint management identity services and patch/vulnerability management across servers and endpoints. The Director will lead a globally distributed organization spanning Service Desk Major Incident Management Rapid Response and Problem Management while also acting as the platform owner for end-user technologies and lifecycle services. The ideal candidate is a forward-thinking leader with deep technical expertise strong operational discipline and a passion for automation AI-driven service delivery and scalable enterprise operations. 

This position is open to candidates in the Seattle area. You will have a hybrid remote/in-office schedule where you will work from our casual pet-friendly office at least 3 days a week. 

Scope of Ownership: 

Global Support & Operational Functions 

• Global Service Desk (Tier 13) 
• Major Incident Management (MIM) 
• Rapid Response / Escalation Engineering 
• Problem Management oversight 
• Executive/VIP support services 

Platform & Technology Ownership

• ITSM platforms (ServiceNow Jira etc.) administration governance optimization 
• IT Asset Management (ITAM) & CMDB ownership 
• Endpoint management platforms (SCCM Intune endpoint tooling) 
• Digital Employee Experience (DEX) tools (Nexthink ControlUp Tanium etc.) 
• Identity & Directory Services: 
• Active Directory (AD) 
• Group Policy (GPO) 
• Azure AD / Entra ID 
• Endpoint & Server Patch Management 
• Vulnerability management (endpoints servers) 
• Azure endpoint services and user compute environment 
• Backup coordination for end-user and server environments 

Lifecycle & Standards Ownership

• End-user device lifecycle (procurement deployment refresh disposal) 
• User lifecycle management (Joiner / Mover / Leaver) 
• Enterprise endpoint standards baselines and configurations 
• Process SOP runbooks and governance for end-user services 
• Technology evaluation and solution introduction for workplace productivity 

Responsibilities: 

• Lead the global end-user technology organization including Service Desk Major Incident Management Rapid Response Problem Management and Executive Support services 
• Define and execute the enterprise end-user technology strategy ensuring exceptional digital employee experiences operational excellence and workforce productivity
• Own and optimize enterprise service management platforms including ITSM IT Asset Management (ITAM) CMDB service automation and governance capabilities 
• Provide strategic ownership of end-user platforms and workplace technologies including endpoint management Digital Employee Experience (DEX) collaboration tools and productivity services 
• Establish and govern enterprise endpoint and identity management services including device lifecycle management Active Directory Entra ID Group Policy and Joiner-Mover-Leaver processes
• Lead enterprise patch management vulnerability remediation and compliance programs ensuring secure audit-ready and resilient end-user environments
• Drive AI automation self-service and knowledge-centered support capabilities to improve service quality operational efficiency and user satisfaction
• Establish and mature ITIL-based service management practices including Incident Request Change Problem Knowledge and Major Incident Management processes
• Leverage analytics telemetry and service performance metrics to continuously improve user experience service quality operational effectiveness and business outcomes
• Manage strategic technology vendors platform investments and operational budgets ensuring scalable cost-effective solutions that support business growth 
• Build develop and lead a high-performing global team fostering accountability technical excellence innovation and continuous improvement 
• Serve as a trusted advisor to executive leadership providing strategic guidance on end-user technology service performance operational risk workforce enablement and transformation initiatives

Qualifications: 

• Bachelors degree in Information Technology Computer Science Engineering Business or equivalent experience
• 10 years of progressive leadership experience across Service Management End User Computing Digital Workplace Service Desk IT Operations or Employee Technology functions 
• 7 years leading geographically distributed teams supporting enterprise-scale environments 
• Proven experience leading enterprise service management end-user technology and digital workplace transformation initiatives
• Demonstrated success building and scaling high-performing operational and technical teams through periods of growth modernization and organizational change
• Experience partnering with executive leadership to develop service strategies technology roadmaps and workforce productivity initiatives 
• Experience operating within regulated compliance-driven environments supporting audit and security requirements

Skills: 

• Proven success leading Service Desk End User Computing (EUC) Digital Workplace Employee Technology or Service Management organizations at enterprise scale 
• Deep expertise in ITSM platforms service operations ITIL practices and continual service improvement methodologies 
• Strong experience with ServiceNow IT Asset Management (ITAM) CMDB governance service automation and workflow optimization 
• Expertise in endpoint management platforms including Microsoft Intune SCCM mobile device management (MDM) and endpoint lifecycle services 
• Strong knowledge of Active Directory Entra ID identity governance access management and Joiner-Mover-Leaver processes
• Experience implementing Digital Employee Experience (DEX) platforms telemetry-driven support models and proactive service operations 
• Proven experience leading enterprise patch management vulnerability remediation endpoint security and compliance initiatives
• Demonstrated success leveraging AI automation virtual agents self-service technologies and knowledge-centered service (KCS) practices 
• Strong understanding of service performance management including SLA XLA CSAT MTTR service quality and operational metrics
• Experience managing technology vendors strategic partnerships budgets and operational investments
• Exceptional communication executive presentation stakeholder management and organizational leadership skills
• Ability to translate technology capabilities into measurable business outcomes workforce productivity improvements and enhanced employee experiences

Compensation:

• The base pay range for this position is $150000 -$180000 on a full-time schedule.
• Along with base compensation Trupanion employees are currently eligible for monthly bonuses.
• We want all employees to be invested in Trupanions success so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

Additional Information :

Benefits and Perks:

• Full medical dental and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open casual pet-friendly and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym free dog walking services for office pets during business hours free parking and paid ORCA cards.

For more information about Trupanion visit more about how Trupanion has revolutionized our industry and the reimbursement model: is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds abilities perspectives and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process perform essential job functions and receive other benefits and privileges of employment. Please contact us to request accommodations.

Remote Work :

No

Employment Type :

Full-time