Director, EUC & Service Ops: Automate & Elevate

CardWorks; New York (NY); On-site; USD 122,000 - 136,000; Full time

Benefits offered by this job

Competitive pay and bonus

Medical, dental, and vision

401(k) match

Disability insurance

Wellness programs

Paid vacation and holidays

Job summary

CardWorks Financial Group is seeking a Director of End User Compute (EUC) Support & Service Operations in the NY area. You will lead the L1 Service Desk and L2 EUC teams, shaping strategy, service quality, automation, and enterprise-wide support in a highly regulated financial services environment.

You will partner across Infrastructure, Engineering, Security, Risk, Asset Management, and Business Leaders to drive measurable improvements in employee experience, efficiency, and reliability, while

Qualifications

• Bachelor’s degree in IT, CS, business admin, or related field.
• 7+ years IT experience with 5+ years leading multiple support teams.
• Proven leadership of Service Desk and EUC organizations.
• Experience with automation, self-service, knowledge management, and enterprise technology initiatives.
• ITIL Foundation required; ITIL MP, PMP, Lean Six Sigma, or equivalent preferred.
• Experience in highly regulated environments (PCI-DSS, SOX, FDIC, SOC, ITGC).
• Experience with ServiceNow, workflow automation, knowledge management, endpoint management, and analytics platforms.

Responsibilities

• Lead L1 Service Desk and L2 EUC Support, including performance and customer satisfaction.
• Develop multi-year roadmap for support transformation, automation, and service excellence.
• Drive ITIL/ITSM best practices across incident, request, problem, knowledge, major incident, and continual service improvement processes.
• Establish and manage KPIs, SLAs, OLAs, customer satisfaction, productivity, resolution, escalation, and reliability metrics.
• Lead enterprise EUC initiatives from planning through implementation.
• Partner with Risk, Audit, Compliance, Security to maintain controls.
• Champion a user-first support model delivering exceptional employee technology experiences.
• Build high-performing teams and develop leaders.

Skills

Leadership

ITSM

Service Desk

EUC/End User Computing

Automation

Project Management

Communication

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related discipline

ITIL Foundation certificate

Tools

ServiceNow

Endpoint management

Knowledge management

Workflow automation

ITIL

Job description

CardWorks Financial Group is seeking a Director of End User Compute (EUC) Support & Service Operations in the NY area. You will lead the L1 Service Desk and L2 EUC teams, shaping strategy, service quality, automation, and enterprise-wide support in a highly regulated financial services environment.

You will partner across Infrastructure, Engineering, Security, Risk, Asset Management, and Business Leaders to drive measurable improvements in employee experience, efficiency, and reliability, while