Director of EUC Support & Service Operations

Merrick Bank; Oak Harbor (WA); On-site; USD 115,000 - 145,000; Full time

Benefits offered by this job

Competitive pay with bonus target

Medical, dental, and vision benefits

401(k) plan with company match

Short- & long-term disability

Wellness programs

Paid vacation and holidays

Job summary

Merrick Bank, a CardWorks Financial Group subsidiary, seeks a Director of EUC Support & Service Operations to lead L1/L2 EUC teams and transform employee technology support. You will champion automation, self-service, and knowledge management while ensuring ITIL-aligned operations in a highly regulated financial setting.

You will drive performance, develop a multi-year roadmap, and partner across Infrastructure, Security, Risk, and Business Leadership to improve efficiency and employee

Qualifications

• Bachelor’s degree as listed in Education & Experience.
• 7+ years of progressive IT experience with 5+ years in leading multiple support teams.
• Proven leadership of Service Desk and EUC organizations.
• Experience with large-scale operational transformation and modernization.
• Experience with automation, self-service, workflow optimization, and enterprise initiatives.
• Strong project/program management and IT governance experience.
• ITIL Foundation required; other certifications preferred.
• Experience in regulated environments (PCI-DSS/SOX/FDIC/etc.).

Responsibilities

• Lead L1 Service Desk and L2 EUC Support, including performance and customer satisfaction.
• Develop a multi-year roadmap for support transformation and automation.
• Drive ITIL/ITSM practices across incident, request, problem, knowledge, and CSI.
• Establish KPIs, SLAs, OLAs, and risk/issue management.
• Lead complex EUC initiatives from planning through adoption with cross-functional teams.
• Foster accountability, innovation, and customer-centric service throughout the organization.
• Drive automation strategies to reduce manual effort and improve scalability.
• Mentor and develop Service Desk and EUC leaders; manage succession and engagement.

Skills

Executive leadership

IT strategy & roadmap

ITIL & ITSM

Service Desk & EUC

Automation & self-service

Analytics & reporting

Stakeholder management

Project/program management

Change & organizational development

Operational excellence

Education

Bachelor’s degree in IT/CS/Business

ITIL Foundation

ITIL Managing Professional / PMP (preferred)

Tools

ServiceNow

Workflow automation

Knowledge management

Endpoint management

Operational reporting/analytics platforms

Job description

Merrick Bank, a CardWorks Financial Group subsidiary, seeks a Director of EUC Support & Service Operations to lead L1/L2 EUC teams and transform employee technology support. You will champion automation, self-service, and knowledge management while ensuring ITIL-aligned operations in a highly regulated financial setting.

You will drive performance, develop a multi-year roadmap, and partner across Infrastructure, Security, Risk, and Business Leadership to improve efficiency and employee