Director - IT Service Desk & End-User Support

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

*To be considered for this role, you must complete the associated challenge.*

***This role is onsite in Scottsdale, AZ -it is NOT a remote or hybrid role***

You will lead arrivia's Service Desk and end-user support for roughly 2,000 employees, delivering a fast, consistent, self-service-first experience while shrinking manual toil through knowledge and AI deflection. You own Tier-1 and Tier-2 support, device imaging and lifecycle, and the Day-1 onboarding experience, and you make self-service and AI the default path to resolution. You'll build the team, the knowledge base, and the automation that keep support fast and consistent.

Reports to: EVP - IT & Security / Chief Information Officer (CIO) Direct Reports: Yes - leads the Service Desk & Tech Support team of approximately 24 (current 20, target 24)

WHAT YOU'LL DO

• Operate the Service Desk practice (ITIL 4) as the single point of contact: ticket intake, first response, and Tier-1 incident handling.
• Run Incident Management (Tier-1/Tier-2) and Service Request Management / request fulfillment for standard end-user requests, including password/MFA reset execution (ITIL 4).
• Own Deployment Management for end-user devices - imaging, provisioning, and lifecycle - and execute end-user endpoint patching and EOL replacement (ITIL 4; NIST CSF 2.0 Protect, scoped to end-user endpoints).
• Manage AV and conference-room technology and own the end-user knowledge base and self-service catalog content (ITIL 4 Knowledge Management).
• Operate Mobile Device Management (MDM) and mobile app provisioning for end-user devices (CIS Controls 1-2, endpoint asset/software inventory).
• Own Digital Employee Experience (DEX) telemetry and proactive / self-healing remediation (ITIL 4 Monitoring & Event Management).
• Manage hardware return/recovery logistics and VIP/executive and accessibility support.
• Measure experience (XLA/CSAT) to SDI/HDI service-desk standards and feed ticket-trend analytics into Problem Management (owned by Change).
• AI: Govern the AI support copilot and first-line AI self-service, and refer suspected shadow-AI to App & AI Security per the enterprise AI-use policy.

HOW THIS ROLE FITS THE TEAM

• Identity owns Access Control and Authentication (ISO/IEC 27001:2022 A.5.15-A.5.17; NIST SP 800-63) - this role executes end-user resets and enrollment at Tier-1.
• Change & Configuration Management owns Problem Management and Change Enablement (ITIL 4) - this role feeds incident and trend data into them.
• Infrastructure & Cloud owns EUS patching (ISO/IEC 27001:2022 A.8.8) - this role owns end-user endpoint patching only.

WHAT SUCCESS LOOKS LIKE

• ≥90% first-contact resolution on Tier-1 tickets; median time-to-resolution ≤4 business hours.
• Deflect ≥30% of inbound tickets via knowledge base and AI self-service.
• Day-1 device readiness on the start date for ≥98% of joiners.
• Endpoint patch compliance ≥95% within 14 days; zero unremediated EOL devices.
• Automate ≥40% of routine fulfillment (resets, standard installs, access requests) via self-service and agentic workflows.

KEY PROJECTS

• AI service desk + self-healing endpoints (DEX) (Now) - GenAI self-service plus proactive endpoint remediation.
• Passwordless / passkey + self-service recovery (Now) - In support of Identity; removes the #1 ticket category.
• Zero-touch JML automation (Now) - HR-triggered provisioning for Day-1 readiness.