Director, IT Service Desk & End-User Support

Remote (US) · Full-time

About the role

You'll lead arrivia's Service Desk for roughly 2,000 employees, delivering a fast, consistent, self-service-first experience while shrinking manual toil through knowledge and AI deflection. You'll own Tier-1 and Tier-2 support, device imaging and lifecycle, and Day-1 onboarding, and make self-service and AI the default path to resolution.

arrivia makes brands better through the power of travel, a merger of three companies (ICE, SOR Technology, and WMPH Vacations), with offices on both coasts and around the world. This role reports to the EVP of IT & Security / CIO and leads a Service Desk and Tech Support team of about 24 people (20 today, growing to 24). You will also own AV and conference-room technology, MDM and mobile app provisioning, and the knowledge base and self-service catalog content that keeps self-service working.

Responsibilities

• Lead a Service Desk supporting ~2,000 employees with a self-service-first approach
• Own Tier-1 and Tier-2 support, device imaging, lifecycle management, and Day-1 onboarding
• Drive AI and knowledge-based deflection to reduce manual toil
• Manage AV and conference-room technology, MDM, and mobile app provisioning
• Maintain and improve the knowledge base and self-service catalog
• Achieve sub-4-hour resolution times and deflect 30% of tickets before human intervention
• Ensure every new hire receives a working laptop on day one

Requirements

• 5+ years leading a service desk or end-user computing team at similar scale
• Deep hands-on experience with ITSM platforms like ServiceNow or Jira Service Management
• ITIL v4 fluency
• Experience with endpoint management tools (Intune, SCCM, or Jamf) and MDM
• Experience standing up a DEX program (Nexthink, 1E, or similar) with proactive remediation
• Track record of building and maintaining a knowledge base and self-service catalog using Knowledge-Centered Service principles
• Proven ability to improve metrics: first-contact resolution, deflection rate, CSAT

Benefits

This is a high-visibility role within a company built around a "keep it real, own it" culture. Competitive compensation will be confirmed through the hiring process.