Director of IT Service Desk and End-User Support

Apex Systems; United States; Hybrid; USD 140,000 - 200,000; Full time

Job summary

Apex Systems is seeking a Director of IT Service Desk and End-User Support to lead IT support for about 2,000 employees. The role centers on delivering a fast, self-service focused experience, including AI-guided service enhancements.

On-site four days weekly, you will drive ITIL-based operations and strategic initiatives across the service desk and end-user computing. You will lead a team of ~24 professionals, oversee incident and deployment management, MDM, DEX telemetry, and the end-user

Qualifications

• Bachelor’s degree in MIS/CS/IT or related field, or 7+ years IT support.
• 5+ years leading a service desk at scale.
• Deep experience with ITSM platforms and ITIL v4 service-operations.
• Hands-on endpoint and mobile device management experience.
• Strong AI adoption and technical implementation in a service desk.
• Knowledge base and self-service program experience.
• Automation experience for onboarding workflows.
• ITIL v4 Foundation certification.

Responsibilities

• Operate the Service Desk per ITIL 4 as single point of contact for intake, first response, and Tier-1 incident handling.
• Manage incident management (Tier-1/Tier-2) and service request fulfillment for end-user requests.
• Oversee deployment management for end-user devices (imaging, provisioning, lifecycle, patching, end-of-life).
• Administer AV and conference-room technology and end-user knowledge base/self-service catalog.
• Lead MDM and mobile app provisioning; own DEX telemetry and proactive self-healing remediation.
• Govern AI support copilot and first-line AI self-service initiatives; lead a ~24-person team.
• Drive key projects: AI service desk implementation, passwordless recovery, zero-touch automation.

Skills

Leadership

ITIL v4

ITSM platforms

End-user support

AI in service desk

Automation

MDM

Knowledge base

Education

Bachelor’s degree in MIS/CS/IT or related field

Tools

MDM (Mobile Device Management)

DEX tooling

Self-service knowledge base tools

Job description

The client is seeking a Director of IT Service Desk and End-User Support to lead the delivery of IT support for approximately 2,000 internal employees. The role is responsible for building a fast, consistent, and self-service-focused support experience, including guidance for adoption of AI to improve service desk efficiency. The position is expected to be onsite 4 days per week.

Key responsibilities include operating the Service Desk practice (ITIL 4) as the single point of contact for ticket intake, first response, and Tier-1 incident handling. The director will manage incident management (Tier-1/Tier-2) and service request fulfillment for end-user requests such as password and MFA resets. The role also oversees deployment management for end-user devices, including imaging, provisioning, lifecycle management, patching, and end-of-life replacement, as well as administration of AV and conference-room technology and the end-user knowledge base and self-service catalog.

The director will manage mobile device management and mobile app provisioning, own digital employee experience (DEX) telemetry and proactive self-healing remediation, and govern AI support copilot and first-line AI self-service initiatives. People leadership is central: the director will lead, coach, and develop a team of approximately 24 support professionals and drive key projects such as AI service desk implementation, passwordless recovery, and zero-touch automation. Required qualifications include a bachelor’s degree in MIS, Computer Science, IT, or a related field, or at least 7 years of IT support experience; 5+ years leading a service desk or end-user-computing team at comparable scale; deep experience with ITSM platforms and ITIL v4 service-operation practices; hands-on endpoint and mobile device management experience; strong AI adoption and technical implementation experience in a service desk environment; knowledge base and self-service program experience; automation experience for onboarding workflows; and ITIL v4 Foundation certification. Preferred qualifications may include experience with DEX tooling, self-healing remediation, and relevant certifications.