Director of IT Service Desk & AI-First End-User Support

Arrivia, Inc.

Scottsdale (AZ)

On-site

USD 140,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Unlimited PTO

Travel discounts

Exclusive employee travel rates

Medical insurance

Dental Insurance

Vision Insurance

401(k)

Job summary

arrivia seeks a Director of IT Service Desk & End-User Support in Scottsdale to lead a global, 2,000-employee service desk and end-user computing team. This build role will drive AI-first self-service, automate workflows, and set the standard for employee technology experience.

The role requires ITIL v4, ITSM expertise (ServiceNow/Jira), and hands-on endpoint management with Intune/SCCM/Jamf. You will report to the EVP of IT Operations and shape flagship programs and metrics.

Qualifications

Bachelor's degree in MIS, Computer Science, IT, or a related field, or a minimum of 7 years in IT support.
5+ years leading a service desk or end-user computing team at comparable scale.
Deep experience with ITSM platforms such as ServiceNow or Jira Service Management, plus ITIL 4 service-operation practices.
Hands-on endpoint management and MDM experience with Intune, SCCM, or Jamf.
Experience with DEX tooling such as Nexthink or 1E and self-healing remediation.
Experience running a knowledge base and self-service program, for example Knowledge-Centered Service.
A track record of improving first-contact resolution, deflection, and CSAT or XLA.
Experience automating fulfillment and onboarding, or JML, workflows.
People-leadership experience across hiring, coaching, scheduling, and performance management.
Ability to translate complex technology issues for a wide range of audiences.
ITIL v4 Foundation required. HDI or CompTIA A+ preferred.

Responsibilities

Run the ITIL 4 Service Desk as the single point of contact for intake, first response, and Tier-1 incident handling.
Own Tier-1 and Tier-2 incident response and request fulfillment, including password and MFA reset execution.
Govern the AI support copilot and first-line AI self-service, and refer suspected shadow-AI to App & AI Security under the enterprise AI-use policy.
Own the end-user knowledge base and self-service catalog so employees solve more on their own.
Own imaging, provisioning, deployment, end-user endpoint patching, and EOL replacement.
Operate MDM and mobile app provisioning across the end-user fleet.
Own DEX telemetry and proactive, self-healing remediation that fixes issues before tickets arrive.
Manage AV and conference-room technology, plus VIP, executive, and accessibility support.
Measure XLA and CSAT to SDI and HDI standards, and feed ticket-trend analytics into Problem Management.
Hire, coach, and develop the Service Desk and Tech Support team, with room to grow the group.