Director End User Support Services

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

Position Overview

The Director, Enterprise End User Support Services is accountable for delivering a consistent, secure, and high-quality technology experience for Burlington associates across corporate offices, stores, distribution centers, field leadership, and executive users. This role owns the end-to-end End User Services operating model, including Executive/VIP support, Service Desk, Desktop and Field Support, endpoint lifecycle management, device readiness, modern workplace technologies, and support experience governance.

The Director ensures associates have the technology, support, and service responsiveness required to stay productive and connected while maintaining strong operational discipline, security compliance, and service quality. This leader partners closely with senior business leaders, Store Operations, Supply Chain, Infrastructure, Security, Applications, and vendor partners to improve user experience, reduce business disruption, strengthen endpoint reliability, and drive continuous improvement across the enterprise support ecosystem.

A Day in the Life

End User Experience, Strategy & Adoption Define and execute the enterprise End User Services strategy and roadmap aligned to Burlington's business priorities, growth, and operational needs.

Own the End User Experience improvement agenda, using CSAT, feedback, operational metrics, and service trends to identify opportunities and drive measurable improvements.

Lead adoption and change enablement for modern workplace tools, endpoint services, and support model changes to improve associate productivity and technology adoption.

Build strong partnerships with corporate, store, distribution center, and field leadership to ensure support services are aligned to business needs.

Establish structured feedback channels through surveys, leadership input, service reviews, and user forums, and drive closed-loop actions to improve the service experience.

Service Desk, Desktop & Field Support Operations

Lead enterprise L1/L2 Service Desk, Desktop Support, and Field Support operations supporting corporate offices, stores, distribution centers, field leadership, and remote users.

Define and enforce standardized support models, intake channels, escalation paths, service expectations, and operating procedures across all supported locations.

Ensure reliable support coverage for onsite, remote, hybrid, mobile, and executive users, including business-critical periods, peak events, and high-impact technology rollouts.

Own staffing, shift coverage, on-call models, escalation rotations, workload balancing, and labor utilization to maintain consistent service levels and operational responsiveness.

Drive operational excellence across internal teams and external partners through service reviews, performance management, quality controls, and continuous improvement actions.

Executive & VIP Support Leadership

Own the Executive/VIP support model, delivering high-touch, proactive, and discreet technology support for senior leaders and critical business stakeholders.

Ensure urgent issues impacting leadership or business-critical users are prioritized, escalated, communicated, and resolved with clear ownership and speed.

Partner closely with executive assistants, senior stakeholders, field leadership, and IT teams to anticipate needs, prevent recurring issues, and improve the leadership support experience.

Provide clear, confident, and timely communication during incidents, outages, high-visibility escalations, and major technology initiatives.

Endpoint, Device Lifecycle & Modern Workplace Technologies

Own end-to-end endpoint and device lifecycle management, including forecasting, procurement coordination, imaging, deployment, refresh, break/fix, depot operations, inventory accuracy, and retirement.

Oversee endpoint management and modern workplace platforms, including Intune, AirWatch, SCCM, MDM, patching, configuration compliance, and endpoint support standards.

Provide leadership for Microsoft 365, Teams, collaboration tools, conferencing systems, meeting room technologies, and associate productivity platforms.

Partner with Information Security and Infrastructure to ensure endpoints, devices, and user environments meet security, compliance, patching, and corporate standards.

Drive standardization of devices, support processes, endpoint configurations, and lifecycle planning to improve reliability, reduce risk, and optimize cost.

Governance, Metrics, Vendors & Continuous Improvement

Define, track, and report End User Services KPIs and SLAs, including CSAT, MTTR, first-contact resolution, backlog health, endpoint compliance, ticket trends, repeat incidents, and service quality indicators.

Lead service trend analysis, root cause themes, and repeat incident reduction efforts to identify early risks and drive preventative actions.

Own governance for SOPs, runbooks, knowledge quality, self-service content, and support process compliance to improve consistency and reduce av