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

Prosum; Scottsdale (AZ); Hybrid; USD 140,000 - 180,000; Full time

Job summary

Prosum is seeking a Director of IT Service Desk & End-User Support to lead service desk operations for ~2,000 employees in Scottsdale, AZ. You will oversee Tier‑1/Tier‑2 support, endpoint management, device lifecycle, and a strong onboarding experience.

The role emphasizes automation, knowledge management, self-service, and AI-enabled solutions, with leadership of 20–24 IT professionals and cross‑team collaboration to improve service quality and user satisfaction.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, MIS, or related field, or equivalent experience.
• 5+ years in leading an IT service desk or end-user computing team of similar scale.
• 7+ years in IT support or related field.
• Strong knowledge of ITSM platforms (ServiceNow, Jira Service Management).
• Experience with ITIL v4 service operations.
• Hands-on with endpoint management (Intune, SCCM, Jamf).
• Experience with MDM and endpoint security practices.
• Experience with Digital Employee Experience (DEX) tools and proactive remediation.
• Success in developing knowledge bases, self-service, and automation.
• Experience improving first-contact resolution, ticket deflection, and user satisfaction metrics.
• Experience automating onboarding (JML) workflows.
• Strong people leadership and hiring, coaching, and performance management.
• Clear communication of technical concepts; HDI/CompTIA A+ preferred.

Responsibilities

• Lead IT service desk operations using ITIL 4 practices.
• Oversee Tier-1 and Tier-2 support and incident resolution.
• Manage endpoint imaging, provisioning, and lifecycle management.
• Oversee endpoint patching and device replacement.
• Lead MDM and mobile app provisioning.
• Develop and maintain knowledge base and self-service catalog.
• Drive AI-enabled support and automation to improve UX.
• Collaborate with IT teams to support enterprise initiatives.
• Hire, coach, and develop IT support staff.
• Ensure security, onboarding automation, and JML workflow improvements.

Skills

ITIL & ITSM

ServiceNow

Jira Service Management

Endpoint management

MDM

Automation & AI

Leadership

Communication

Education

Bachelor's degree in IT or related field

Tools

Microsoft Intune

SCCM/Configuration Manager

Jamf

Job description

Prosum is seeking a Director of IT Service Desk & End-User Support to lead service desk operations for ~2,000 employees in Scottsdale, AZ. You will oversee Tier‑1/Tier‑2 support, endpoint management, device lifecycle, and a strong onboarding experience.

The role emphasizes automation, knowledge management, self-service, and AI-enabled solutions, with leadership of 20–24 IT professionals and cross‑team collaboration to improve service quality and user satisfaction.