Director Service Desk and End User Support

We need to output only HTML fragment, using

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title as heading. No Job ID. Remove boilerplate like EEO, legal, navigation, cookie, application instructions, duplicated lines. Preserve all substantive info. We need to identify sections: - About the role: Role Overview paragraph: "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." - Responsibilities: list of bullet points under Key Responsibilities. We need to convert each bullet into

inside

. The bullet list includes many items separated by periods? Actually the text: "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." We need to split into separate items. Likely each sentence before a capital letter after a period is a separate responsibility. We'll produce list items accordingly. - Required Qualifications: includes Education, Experience, Skills. We can have a section "Requirements" maybe? The instruction says use headings like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have Education, Experience, Skills. Could combine Education and Experience under "Requirements" or "Qualifications". The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits. We need to decide where to put each piece. We have Education and Experience under "Required Qualifications". Could put under "Requirements". Then Skills: "ITIL v4 Foundation certification is required.Ability to translate complex technology issues for a wide range of audiences." That's skills. Could put under "Skills". Also there is "Preferred Qualifications" section: Experience with DEX tooling, HDI or CompTIA A+ certifications. That could go under "Qualifications" maybe as preferred. But we should not create thin sections; we can combine required and preferred under "Qualifications". However we have separate "Skills" heading for skills. Let's think. We have: - Required Qualifications: Education, Experience, Skills (ITIL v4 Foundation cert required, ability to translate...). Actually the Skills line is part of Required Qualifications block. - Preferred Qualifications: Experience with DEX tooling, HDI or CompTIA A+ certifications. Thus we could have a section "Qualifications" containing both required and preferred, maybe split into required and preferred sub-bullets? But we must not invent headings not listed; we can use

• for list items. We could have a

  Qualifications

  then a

  for required qualifications prose? But we need to preserve all substantive info. Could do:

  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.
  • ITIL v4 Foundation certification is required.
  • Ability to translate complex technology issues for a wide range of audiences.
  • Preferred: Experience with Digital Employee Experience (DEX) tooling (e.g., Nexthink, 1E) and self-healing remediation.
  • Preferred: HDI or CompTIA A+ certifications.
  That seems fine. Now Benefits: The posting includes "Everforth Apex Benefits Overview:" with details: medical, dental, vision, life, disability, other insurance plans; ESPP; 401K with company match after 12 months; HSA; SupportLinc EAP up to 8 free counseling sessions; corporate discount savings program; other discounts; on-demand training program; access to certification prep and library after 6+ months; certification discounts and perks to associations (CompTIA, IIBA); dedicated customer service team for consultants; certified Career Coach; Welcome Packet. We need to create a Benefits section with

  Benefits

  and a
  • for each benefit item. We should not include boilerplate like EEO, legal, etc. Also remove duplicated lines (the EEO appears twice). Remove navigation, cookie, application instructions, virtual recruiter details, etc. Also remove the "Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details." and the following about calls, AI-generated calls, etc. Also remove the privacy policy link, etc. Also remove the equal opportunity employer statements repeated. Also remove the address and NYSE ticker etc. Also remove the "© 2026 Everforth, Inc. All rights reserved." etc. We must preserve all substantive information: job description, responsibilities, qualifications, benefits. Also location: "Scottsdale, Arizona (Partial Remote)" and requirement: onsite 4 days per week. Should we include location? Possibly under About the role or a separate section? The instruction says we can have sections like About the role, Responsibilities, etc. Location could be included in About the role paragraph. We'll incorporate location and onsite requirement into About the role. Also note the job title is "Director Service Desk and End User Support". We should not repeat as heading. Now produce HTML fragment. Structure:

    About the role

    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 in Scottsdale, Arizona (partial remote). 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.

    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.

    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.
    • ITIL v4 Foundation certification is required.
    • Ability to translate complex technology issues for a wide range of audiences.
    • Preferred: Experience with Digital Employee Experience (DEX) tooling (e.g., Nexthink, 1E) and self-healing remediation.
    • Preferred: HDI or CompTIA A+ certifications.

    Benefits

    • Medical, dental, vision, life, disability, and other insurance plans (optional layer of financial protection).
    • Employee Stock Purchase Program (ESPP).
    • 401K program with company match after 12 months of tenure (contributions typically allowed within 30 days of starting).
    • Health Savings Account (HSA) available with HDHP plan.
    • SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
    • Corporate discount savings program and other discounts.
    • On-demand training program.
    • Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
    • Certification discounts and other perks to associations including CompTIA and IIBA.
    • Dedicated customer service team for consultants to address benefits and other resources questions.
    • Certified Career Coach available.
    • Welcome Packet containing full list of benefits, programs, support teams and resources (provided by an Everforth Apex team member).
    We should not include Pay or Schedule sections because not specified. The posting mentions onsite 4 days per week but that's not a schedule section per se; we included in About the role. No explicit pay. Now ensure we didn't include any boilerplate. Check for any leftover like "Everforth Apex Systems is an equal opportunity employer." We removed. Also removed the virtual recruiter lines, privacy policy, etc. Check