Director of IT Service Desk & End-User Experience

Apex Systems; Scottsdale (AZ); Hybride; USD 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

Health insurance

401K matching

ESPP

Résumé du poste

Everforth Apex is seeking a Director of IT Service Desk & End-User Support to lead the delivery of IT support for ~2,000 internal staff in Scottsdale, with partial remote options. The role requires onsite presence four days a week and a track record in AI adoption to improve service desk efficiency.

You will oversee ITIL-based incident, request, deployment, and knowledge management, manage a ~24-person team, and drive projects like AI copilots, passwordless recovery, and JML automation.

Qualifications

• Bachelor’s degree in MIS/CS/IT or 7+ years IT support.
• 5+ years leading a service desk at scale.
• Experience with ITSM platforms (ServiceNow, Jira Service Management).
• Hands-on experience with endpoint management (Intune, SCCM/Configuration Manager, or Jamf).
• Experience with AI adoption in a service desk environment to improve efficiency.
• Experience running a knowledge base and self-service program (e.g., Knowledge-Centered Service).
• Proven experience automating fulfillment and onboarding (JML) workflows.
• People-leadership including hiring, coaching, scheduling, and performance management.

Responsabilités

• Operate the Service Desk per ITIL 4 as the single point of contact for ticket intake, first response, and Tier-1 incident handling.
• Manage Incident Management and Service Request Management for end-user requests, including password/MFA resets.
• Oversee Deployment Management for end-user devices, including imaging, provisioning, lifecycle, patching, and EOL replacement.
• Oversee AV, conference-room technology, and the end-user knowledge base and self-service catalog.
• Operate Mobile Device Management (MDM) and mobile app provisioning for end-user devices.
• Own Digital Employee Experience (DEX) telemetry and proactive, self-healing remediation.
• Govern the AI support copilot and first-line AI self-service initiatives.
• Lead, coach, and develop a team of approximately 24 support professionals.
• Drive key projects, including AI service desk implementation, passwordless recovery, and zero-touch JML automation.

Connaissances

ITIL v4

ServiceNow/Jira

End-user support leadership

AI adoption

MDM management

KCS knowledge base

JML automation

Team coaching

Formation

Bachelor's degree in MIS/CS/IT

Outils

ServiceNow

Jira Service Management

Intune

SCCM/Configuration Manager

Jamf

Description du poste

Everforth Apex is seeking a Director of IT Service Desk & End-User Support to lead the delivery of IT support for ~2,000 internal staff in Scottsdale, with partial remote options. The role requires onsite presence four days a week and a track record in AI adoption to improve service desk efficiency.

You will oversee ITIL-based incident, request, deployment, and knowledge management, manage a ~24-person team, and drive projects like AI copilots, passwordless recovery, and JML automation.