End-User Tech Ops Director (Hybrid/Remote)

Merkle Italia; New York (NY); On-site; USD 137,000 - 165,000; Full time

Benefits offered by this job

Medical insurance

Vision and dental

Life insurance

Disability insurance

401k

Paid time off

Paid holidays

Parental leave

Job summary

Dentsu in New York is looking for a Director, Tech Operations to lead Americas Enterprise Technology End User Services, shaping proactive IT operations with real-time monitoring, analytics, and AI-driven automation across the US and Canada.

You will manage a team and a partner service desk, drive SLAs and KPIs, oversee incident and change workflows, and advance the employee experience through strategic initiatives in AI and tooling while partnering with Security.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (equiv. exp. considered).
• 5+ years in IT operations or end-user support with progression to leadership.
• 3+ years in supervisory/management role with vendor relationships.

Responsibilities

• Lead and mentor a team supporting reactive service delivery, proactive problem remediation, and multi-site coordination.
• Collaborate with outsourced service desk across L1/L2/escalation to deliver high-quality end-user experience.
• Develop and maintain operational docs, SLAs, and KPIs to guide quality and continuous improvement.
• Own escalation management for major incidents and ensure timely stakeholder communication.
• Oversee incident resolution workflows and ensure adherence to change management processes.

Skills

Leadership

IT Operations

Data analysis

Vendor management

Stakeholder communication

ITSM

Analytical thinking

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Microsoft 365

Intune

Entra ID

Nexthink

Power Automate

Power BI

Job description

Dentsu in New York is looking for a Director, Tech Operations to lead Americas Enterprise Technology End User Services, shaping proactive IT operations with real-time monitoring, analytics, and AI-driven automation across the US and Canada.

You will manage a team and a partner service desk, drive SLAs and KPIs, oversee incident and change workflows, and advance the employee experience through strategic initiatives in AI and tooling while partnering with Security.