Director – IT Service Desk & End-User Support

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

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 Responsibilities

Service 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.
• 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.
• 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.
• 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.