Director, End-User IT Services & 24/7 Operations
Tusker
Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.
Job summary
Tusker is seeking a Director of Managed Services End User Operations to lead our service desk, endpoint management, and 24/7 support model. You will guide domestic and international teams, drive automation, and partner with executives to deliver exceptional customer experiences.
The role focuses on standardizing processes, scaling operations, and improving security and reliability while ensuring alignment with client contracts and service levels.
Qualifications
- 7+ years in IT service delivery, managed services, or service desk leadership.
- Experience leading teams across multiple locations and 24/7 operations.
- Proven ability to drive automation, AI, and process improvements.
Responsibilities
- Lead the Managed Services Service Desk across multiple locations, ensuring high customer satisfaction and adherence to SLAs.
- Own endpoint management operations, patching, updates, configuration, and health monitoring at scale.
- Develop and execute a 24/7 support model with domestic and international teams; standardize operating models and handoffs.
- Collaborate with Infrastructure Operations, Automation, and Sales to expand services and improve customer outcomes.
- Drive operational metrics, automation adoption, and continuous improvement across the service delivery stack.
Skills
Tools
Job description
Tusker is seeking a Director of Managed Services End User Operations to lead our service desk, endpoint management, and 24/7 support model. You will guide domestic and international teams, drive automation, and partner with executives to deliver exceptional customer experiences.
The role focuses on standardizing processes, scaling operations, and improving security and reliability while ensuring alignment with client contracts and service levels.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
