Director of End User Services

About the role

The Director of End User Services provides leadership and operational oversight for all end-user IT services across the university.

Responsibilities

• Provide strategic direction and operational management for all user support functions, including the IT Service Desk, Desktop Support, managed desktop services, and A/V support.
• Oversee the delivery and continuous improvement of the managed desktop environment to ensure standardization, security, scalability, and an optimal end-user experience.
• Oversee IT support for large campus events, ensuring technical needs are planned, coordinated, and executed effectively.
• Build, mentor, and develop a high-performing team, fostering a culture of service excellence, accountability, innovation, and continuous learning.
• Establish and maintain service standards and ensure alignment with institutional goals and user expectations.

Service Delivery & IT Service Management (ITSM)

• Lead and drive ITSM maturity across the organization by adopting and advancing service delivery best practices and continuous improvement.
• Lead the development and management of a comprehensive IT service catalog, ensuring services are clearly defined, documented, and accessible.
• Establish and maintain clearly defined services, service ownership, and escalation pathways across all user support functions.
• Develop, document, and continuously improve standard operating procedures (SOPs) for technical support, ensuring consistency, efficiency, and high-quality service delivery.
• Define, track, and report on key performance indicators (KPIs) and service-level metrics to measure service effectiveness and user satisfaction.
• Implement and refine processes for incident, request, problem, and knowledge management.
• Promote and expand self-service and knowledge base solutions to empower users and reduce reliance on higher-tier support.
• Promote a user experience (UX)-focused approach to IT services, emphasizing ease of use, accessibility, and responsiveness.

IT Change Management

• Serve as the institutional lead for IT change management, refining practical governance processes that balance agility and risk.
• Continuously improve the change management framework to minimize service disruptions and maximize successful adoption.
• Facilitate and lead the Change Advisory Board (CAB) and related review processes.
• Collaborate with ITS teams and stakeholders to assess risk, impact, and readiness for proposed changes.
• Ensure effective communication, documentation, and training plans are in place for all significant technology changes.

Operational Excellence

• Oversee the deployment, maintenance, and lifecycle management of desktop and endpoint technologies.
• Ensure effective delivery and support of A/V and conference room technologies across the university.
• Use data analytics and reporting to identify trends, improve services, and drive continuous improvement initiatives.
• Ensure compliance with accessibility standards, cybersecurity requirements, and institutional policies.
• Optimize workflows, tools, and technologies to enhance efficiency and service quality.

Stakeholder Engagement

• Serve as the primary liaison between ITS and university stakeholders for user support, service delivery, and change management.
• Partner with academic and administrative units to understand needs and ensure technology services support institutional goals.
• Engage regularly with faculty, staff, and students to gather feedback and improve services.
• Translate complex technical concepts into clear, user-friendly communication.
• Promote transparency through regular communication of service performance, initiatives, and improvements.

Requirements

• Bachelor's degree from an accredited institution.
• Minimum of 5 years of experience in IT customer support or service delivery, with at least 3 years in a leadership role.
• Demonstrated experience with IT service management including service delivery, service catalog development, SOP development, and KPI/SLA management.
• Demonstrated experience leading or supporting IT change management processes, including risk assessment, stakeholder communication, and change coordination.
• Proven experience driving service improvement and operational maturity within a support organization.
• Experience establishing service definitions, escalation paths, and operational standards for technical support teams.
• Experience implementing or supporting shift-left strategies, knowledge management, and self-service models.
• Strong leadership and interpersonal skills, with a proven ability to lead diverse teams and build collaborative relationships.
• Excellent written and verbal communication skills.

Qualifications

• Master's degree in a related field.
• Experience in higher education, particularly in an online or distributed learning environment.
• Strong applied knowledge of ITSM frameworks and best practices in an operational setting.
• Experience managing endpoint/managed desktop environments at scale.
• Certification in change management and/or IT service management.
• Experience with service management platforms (e.g., TeamDynamix, ServiceNow, Jira Service Management).