Director Service Desk and End User Support

Job#: 3045577
Job Description:
Director Service Desk and End User Support
Location: Scottsdale, Arizona (Partial Remote)
Role Overview
We are seeking a Director of IT Service Desk & End-User Support to lead the delivery of IT support for approximately 2,000 internal employees. This role is responsible for creating a fast, consistent, and self-service-focused support experience. The position requires a candidate who can be onsite 4 days per week. The ideal candidate will have extensive experience with AI adoption and technical implementation to improve service desk efficiency, such as automating device provisioning and reducing ticket resolution times.
Key Responsibilities

• Operate the Service Desk practice (ITIL 4) as the single point of contact for ticket intake, first response, and Tier-1 incident handling.
• Manage Incident Management (Tier-1/Tier-2) 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.
• Manage 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.

Required Qualifications
Education: Bachelor's degree in MIS, Computer Science, IT, or a related field, or a minimum of 7 years in IT support.
Experience:

• 5+ years leading a service desk or end-user-computing team in an organization of comparable scale.
• Deep experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and ITIL v4 service-operation practices.
• Hands-on experience with endpoint management (Intune, SCCM/Configuration Manager, or Jamf) and MDM.
• Experience with AI adoption, usage, and technical implementation within a service desk environment to increase 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 experience, including hiring, coaching, scheduling, and performance management.

Skills:

• ITIL v4 Foundation certification is required.
• Ability to translate complex technology issues for a wide range of audiences.

Preferred Qualifications

• Experience with Digital Employee Experience (DEX) tooling (e.g., Nexthink, 1E) and self-healing remediation.
• HDI or CompTIA A+ certifications.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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