Director, AI-Driven IT Service Desk & End-User Support

Prosum; Scottsdale (AZ); On-site; USD 140,000 - 190,000; Full time

Job summary

Prosum is seeking a Director of IT Service Desk & End-User Support in Scottsdale, AZ to lead a team of 20–24 IT professionals, oversee Tier-1/2 support, endpoint management, and knowledge management. The role emphasizes automation, AI-enabled solutions, and a superior employee experience across a 2,000-employee organization.

The ideal candidate will have a strong service-management background, ITIL v4 certification, and extensive experience with ITSM platforms such as ServiceNow or Jira Service

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or equivalent.
• 5+ years of experience leading an IT service desk or end-user computing team in an organization of comparable scale.
• 7+ years of experience in IT support or a related technology field.
• Strong knowledge of ITSM platforms, such as ServiceNow or Jira Service Management.
• ITIL v4 Foundation certification required; HDI or CompTIA A+ certification preferred.

Responsibilities

• Lead IT Service Desk operations using ITIL 4 service-management practices.
• Oversee ticket intake, first response, incident resolution, and service request fulfillment.
• Manage Tier-1 and Tier-2 support, including password and MFA reset execution, standard software installations, and other end-user requests.
• Establish service standards, operating procedures, and performance metrics to improve support quality and efficiency.
• Oversee endpoint imaging, provisioning, deployment, and lifecycle management.
• Lead Mobile Device Management (MDM) and mobile application provisioning.
• Own the end-user knowledge base and self-service service catalog.
• Develop and maintain support documentation, troubleshooting resources, and standard fulfillment workflows.
• Expand self-service capabilities to reduce manual support effort and improve resolution times.
• Leverage AI-enabled support tools and automation to improve the employee experience.
• Oversee Digital Employee Experience (DEX) monitoring and telemetry.
• Implement proactive endpoint remediation and self-healing capabilities.
• Use support trends, employee feedback, and performance data to identify opportunities for improvement.
• Monitor employee experience metrics, including customer satisfaction and service-level performance.
• Lead, hire, coach, and develop a high-performing IT support team.
• Manage staffing, scheduling, performance expectations, and professional development.

Skills

ITSM leadership

ServiceNow

Jira Service Management

Team leadership

Communication

Education

Bachelor's degree in IT/CS/MIS

Equivalent professional experience

Tools

Microsoft Intune

SCCM/Configuration Manager

Jamf Pro

Job description

Prosum is seeking a Director of IT Service Desk & End-User Support in Scottsdale, AZ to lead a team of 20–24 IT professionals, oversee Tier-1/2 support, endpoint management, and knowledge management. The role emphasizes automation, AI-enabled solutions, and a superior employee experience across a 2,000-employee organization.

The ideal candidate will have a strong service-management background, ITIL v4 certification, and extensive experience with ITSM platforms such as ServiceNow or Jira Service