Director, Technology Support Services

EP Wealth Advisors; United States; On-site; USD 120,000 - 190,000; Full time

Job summary

EP Wealth Advisors seeks an Associate Director, Technology Support Services to lead the employee-facing technology support operating model, owning service desk performance, escalation, SLAs, CSAT, knowledge management, onboarding/offboarding, and asset management in a scalable, secure environment.

You will partner with platform, security, infrastructure, and application teams to drive roadmap execution, automation, and proactive support that enhances productivity across EP Wealth’s offices and

Qualifications

• Senior IT operations leader responsible for EP Wealth’s employee-facing technology support operating model.
• Own service desk performance, ticket quality, escalation, SLA and CSAT performance.
• Partner with platform, system, security, infrastructure, and application owners for deeper administration, engineering, integrations, roadmap execution, and escalations.

Responsibilities

• Lead Technology Support Services function across service desk operations, ticket triage, escalation management, support quality, onboarding/offboarding, asset coordination, branch support visibility, knowledge management, and reporting.
• Evolve the current service desk into a proactive, accountable, metrics-driven function with clear ownership, scalable processes, and measurable outcomes.
• Own onboarding and offboarding support workflows and asset management discipline, in partnership with HR, Security, Facilities and IT teams.
• Design and maintain ITSM workflows, queues, forms, fields, categories, approval paths, notification rules, automation logic, dashboards and reports.
• Establish ITSM platform governance including enhancement intake, prioritization, release planning, configuration standards, change control, testing and documentation.

Job description

EP Wealth Advisors seeks an Associate Director, Technology Support Services to lead the employee-facing technology support operating model, owning service desk performance, escalation, SLAs, CSAT, knowledge management, onboarding/offboarding, and asset management in a scalable, secure environment.

You will partner with platform, security, infrastructure, and application teams to drive roadmap execution, automation, and proactive support that enhances productivity across EP Wealth’s offices and