End User Services Director — AI-Driven IT Operations

Dentsu Aegis Network Ltd.; New York, Northern (NY, KY); Hybrid; USD 137,000 - 165,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

Life Insurance

Disability Insurance

401k

Paid time off

15+ paid holidays per year

Parental leave

Job summary

Dentsu in New York seeks an experienced End User Services Manager to own the EUS function within Technology Operations, leading reactive support, proactive problem management, and multi-site coordination across the US and Canada.

You will manage a team of IT professionals, partner with an outsourced service desk, and drive AI and automation initiatives to improve speed, quality, and the employee experience.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field; 5+ years IT operations with leadership.
• Strong knowledge of ITSM and hands-on ServiceNow experience.
• Proficiency with Microsoft 365 and endpoint management tools (Intune, Entra ID).
• Vendor management experience and SLAs alignment with partners.
• Experience with DEX platforms like Nexthink for proactive device monitoring.
• Data-driven, analytical mindset with root-cause capabilities.

Responsibilities

• Lead and mentor IT professionals delivering reactive service and proactive remediation across US/Canada.
• Collaborate with outsourced service desk to ensure high-quality end-user experience across L1/L2/escalations.
• Develop and maintain SLAs, KPIs, and operational docs; drive continuous improvement.
• Foster ownership and a proactive culture focused on employee experience.
• Oversee incident resolution workflows and major incident communications.
• Coordinate on-site support and location-specific initiatives across multi-site environments.
• Drive AI, automation, and tooling initiatives to advance proactive IT operations.
• Align vendors with enterprise standards and support security assessments with the Security team.
• Set strategic direction and contribute to the long-term EUS roadmap.

Skills

IT operations leadership

ServiceNow ITSM

Microsoft 365

Intune

Entra ID

Vendor management

Nexthink experience

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Nexthink

ServiceNow

Microsoft 365

Intune

Entra ID

Job description

Dentsu in New York seeks an experienced End User Services Manager to own the EUS function within Technology Operations, leading reactive support, proactive problem management, and multi-site coordination across the US and Canada.

You will manage a team of IT professionals, partner with an outsourced service desk, and drive AI and automation initiatives to improve speed, quality, and the employee experience.