Director, End User Experience & Enterprise Support

Burlington; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Burlington is seeking a Director of Enterprise End User Support Services to lead the end-to-end End User Services operating model, including Executive/VIP support, Service Desk, Desktop and Field Support, and device lifecycle management for associates across offices, stores, and distribution centers.

You will partner with senior leaders to improve user experience, drive security compliance, set strategy and governance, own staffing and on-call models, and oversee Microsoft 365, Intune, and

Responsibilities

• Define and execute the enterprise End User Services strategy and roadmap aligned to Burlington's priorities and needs.
• Own the End User Experience improvement agenda using CSAT, feedback, metrics, and trends to drive measurable improvements.
• Lead adoption and change enablement for modern workplace tools, endpoint services, and support model changes to improve productivity.
• Build partnerships with corporate, store, distribution center, and field leadership to align support services with business needs.
• Establish structured feedback channels and drive closed-loop actions to improve the service experience.
• Lead enterprise L1/L2 Service Desk, Desktop Support, and Field Support operations across locations.
• Define and enforce standardized support models, intake channels, escalation paths, and operating procedures.
• Ensure reliable support for onsite, remote, hybrid, mobile, and executive users, including peak periods and major rollouts.
• Own staffing, shift coverage, on-call models, escalation rotations, workload balancing, and labor utilization.
• Drive governance and continuous improvement through service reviews, performance management, and quality controls.
• Own the Executive/VIP support model with high-touch, proactive, and discreet technology support for senior leaders.
• Ensure urgent issues are prioritized and resolved with clear ownership and speed, with strong communication during incidents.
• Provide leadership for endpoint lifecycle management, including imaging, deployment, refresh, and retirement.
• Oversee endpoint management and modern workplace platforms (Intune, SCCM, MDM) and Microsoft 365/Teams.
• Partner with Security and Infrastructure to meet security, compliance, and patching standards.
• Drive standardization of devices, processes, and lifecycle planning to improve reliability and reduce risk.

Job description

Burlington is seeking a Director of Enterprise End User Support Services to lead the end-to-end End User Services operating model, including Executive/VIP support, Service Desk, Desktop and Field Support, and device lifecycle management for associates across offices, stores, and distribution centers.

You will partner with senior leaders to improve user experience, drive security compliance, set strategy and governance, own staffing and on-call models, and oversee Microsoft 365, Intune, and