Director, IT Service Desk & End-User Experience (Onsite)

Provn, Inc.; Scottsdale (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

Provn, Inc. seeks an experienced Service Desk Leader to run end-user support for ~2,000 employees on-site in Scottsdale, AZ. You will own Tier-1/2 support, device imaging, and onboarding, driving a fast, self-service-first experience with AI deflection.

You will build the knowledge base, automate routine tasks, and measure CSAT/SDI service-desk metrics while aligning with IT governance and security standards.

Qualifications

• Experience leading a service desk team and delivering ITIL 4 aligned processes.
• Hands-on experience with incident and request management and Tier-1/Tier-2 support.

Responsibilities

• Operate the Service Desk per ITIL 4 as single point of contact (ticket intake, first response, Tier-1 handling).
• Run Incident Management and Service Request Management for end-user requests, including password/MFA resets.
• Own Deployment Management for end-user devices: imaging, provisioning, lifecycle, and patching.
• Manage AV and conference-room tech; own end-user knowledge base and self-service catalog content.
• Operate MDM and mobile app provisioning for end-user devices.
• Own Digital Employee Experience (DEX) telemetry and self-healing remediation.
• Manage hardware return/recovery logistics and VIP/executive accessibility support.
• Measure CSAT/XLA and feed trends into Problem Management.
• Govern AI support copilot and first-line AI self-service; refer shadow-AI per policy.
• Identify and support end-user security controls and access management.

Skills

ITIL 4

Incident management

End-user support

MDM (Mobile Device Management)

AI self-service / GenAI

Knowledge base management

Endpoint patching

Project leadership

Security/compliance awareness

Tools

Imaging tools

Endpoint management tools

MDM tooling

Job description

Provn, Inc. seeks an experienced Service Desk Leader to run end-user support for ~2,000 employees on-site in Scottsdale, AZ. You will own Tier-1/2 support, device imaging, and onboarding, driving a fast, self-service-first experience with AI deflection.

You will build the knowledge base, automate routine tasks, and measure CSAT/SDI service-desk metrics while aligning with IT governance and security standards.