Director - IT Service Desk & End-User Support

Prosum; Scottsdale (AZ); On-site; USD 140,000 - 190,000; Full time

Job summary

Prosum is seeking a Director of IT Service Desk & End-User Support in Scottsdale, AZ to lead a team of 20–24 IT professionals, oversee Tier-1/2 support, endpoint management, and knowledge management. The role emphasizes automation, AI-enabled solutions, and a superior employee experience across a 2,000-employee organization.

The ideal candidate will have a strong service-management background, ITIL v4 certification, and extensive experience with ITSM platforms such as ServiceNow or Jira Service

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or equivalent.
• 5+ years of experience leading an IT service desk or end-user computing team in an organization of comparable scale.
• 7+ years of experience in IT support or a related technology field.
• Strong knowledge of ITSM platforms, such as ServiceNow or Jira Service Management.
• ITIL v4 Foundation certification required; HDI or CompTIA A+ certification preferred.

Responsibilities

• Lead IT Service Desk operations using ITIL 4 service-management practices.
• Oversee ticket intake, first response, incident resolution, and service request fulfillment.
• Manage Tier-1 and Tier-2 support, including password and MFA reset execution, standard software installations, and other end-user requests.
• Establish service standards, operating procedures, and performance metrics to improve support quality and efficiency.
• Oversee endpoint imaging, provisioning, deployment, and lifecycle management.
• Lead Mobile Device Management (MDM) and mobile application provisioning.
• Own the end-user knowledge base and self-service service catalog.
• Develop and maintain support documentation, troubleshooting resources, and standard fulfillment workflows.
• Expand self-service capabilities to reduce manual support effort and improve resolution times.
• Leverage AI-enabled support tools and automation to improve the employee experience.
• Oversee Digital Employee Experience (DEX) monitoring and telemetry.
• Implement proactive endpoint remediation and self-healing capabilities.
• Use support trends, employee feedback, and performance data to identify opportunities for improvement.
• Monitor employee experience metrics, including customer satisfaction and service-level performance.
• Lead, hire, coach, and develop a high-performing IT support team.
• Manage staffing, scheduling, performance expectations, and professional development.

Skills

ITSM leadership

ServiceNow

Jira Service Management

Team leadership

Communication

Education

Bachelor's degree in IT/CS/MIS

Equivalent professional experience

Tools

Microsoft Intune

SCCM/Configuration Manager

Jamf Pro

Job description

## Director - IT Service Desk & End-User Support**Scottsdale,AZ85254**Employment Type:PermJob Number: 25818Remote Options: Onsite## Job DescriptionDirector – IT Service Desk & End-User Support **Department:** IT & Security **Employment Type:** Full-Time, Exempt **Reports To:** Chief Information Officer (CIO) or Executive IT Leader **Location:** Scottsdale, AZ About the Role Our client is seeking a Director of IT Service Desk & End-User Support to lead service desk operations and end-user technology support for an organization of approximately 2,000 employees. This role will oversee Tier-1 and Tier-2 support, endpoint management, device lifecycle, and the employee Day-1 onboarding experience. The ideal candidate will bring a strong service-management background and a track record of improving support through automation, knowledge management, self-service, and AI-enabled solutions. You will lead a team of approximately 20–24 IT support professionals and establish a consistent, efficient, and user-focused support experience across the organization. Key ResponsibilitiesService Desk Operations* Lead IT Service Desk operations using ITIL 4 service-management practices.* Oversee ticket intake, first response, incident resolution, and service request fulfillment.* Manage Tier-1 and Tier-2 support, including password and MFA reset execution, standard software installations, and other end-user requests.* Establish service standards, operating procedures, and performance metrics to improve support quality and efficiency.Endpoint & Device Management* Oversee endpoint imaging, provisioning, deployment, and lifecycle management.* Manage end-user endpoint patching, security updates, and end-of-life device replacement.* Lead Mobile Device Management (MDM) and mobile application provisioning.* Oversee hardware return and recovery processes.* Ensure device readiness and a seamless technology experience for new employees.Knowledge Management & Self-Service* Own the end-user knowledge base and self-service service catalog.* Develop and maintain support documentation, troubleshooting resources, and standard fulfillment workflows.* Expand self-service capabilities to reduce manual support effort and improve resolution times.* Leverage AI-enabled support tools and automation to improve the employee experience.Digital Employee Experience* Oversee Digital Employee Experience (DEX) monitoring and telemetry.* Implement proactive endpoint remediation and self-healing capabilities.* Use support trends, employee feedback, and performance data to identify opportunities for improvement.* Monitor employee experience metrics, including customer satisfaction and service-level performance.Team Leadership & Collaboration* Lead, hire, coach, and develop a high-performing IT support team.* Manage staffing, scheduling, performance expectations, and professional development.* Partner with Identity, Infrastructure, Cloud, Security, and other technology teams to support enterprise initiatives.* Collaborate on onboarding automation, passwordless authentication, endpoint security, and AI-enabled service desk initiatives.* Escalate security concerns and suspected unauthorized AI usage through established enterprise processes.What Success Looks Like* Improve first-contact resolution and reduce time to resolution for Tier-1 support requests.* Increase ticket deflection through knowledge management and AI-enabled self-service.* Deliver Day-1 device readiness for new employees.* Maintain strong endpoint patch compliance and eliminate unremediated end-of-life devices.* Automate routine service requests and onboarding workflows.* Improve employee satisfaction and overall digital support experience.Key Initiatives* AI-enabled service desk and proactive endpoint remediation.* Passwordless authentication and self-service account recovery.* Automated joiner, mover, and leaver (JML) workflows.* Endpoint lifecycle modernization and improved device provisioning.* Expansion of knowledge management and self-service capabilities.Qualifications* Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent professional experience.* 5+ years of experience leading an IT service desk or end-user computing team in an organization of comparable scale.* 7+ years of experience in IT support or a related technology field.* Strong knowledge of ITSM platforms, such as ServiceNow or Jira Service Management.* Experience with ITIL v4 service-operation practices.* Hands-on experience with endpoint management platforms, such as Microsoft Intune, SCCM/Configuration Manager, or Jamf.* Experience with Mobile Device Management (MDM) and endpoint security practices.* Experience with Digital Employee Experience (DEX) tools and proactive endpoint remediation.* Demonstrated success developing knowledge bases, self-service programs, and support automation.* Experience improving first-contact resolution, ticket deflection, and employee satisfaction metrics.* Experience automating employee onboarding and JML workflows.* Strong people-leadership skills, including hiring, coaching, scheduling, and performance management.* Ability to communicate technical concepts clearly to a wide range of audiences.* ITIL v4 Foundation certification required.* HDI or CompTIA A+ certification preferred.Working Conditions* General indoor office environment or remote work, depending on business requirements.* Primarily sedentary work involving extended periods of computer use.* Occasional lifting or moving of computer equipment weighing up to 10 pounds.* Ability to manage multiple priorities, make decisions under pressure, and work independently or collaboratively.About Our Client Our client is a global travel and hospitality organization focused on delivering exceptional experiences through technology, innovation, and customer service. With a diverse workforce and a strong commitment to collaboration, the organization continues to invest in modern technology solutions that improve employee and customer experiences. The company values curiosity, integrity, ownership, collaboration, and continuous improvement.