The Director of End User Support & Services is a critical leadership role tasked with urgently driving the strategic design, implementation, and management of Signature Aviation’s global end-user support services. This role demands rapid transformation by leveraging best-in-class IT service management practices, ticketing systems, and customer-focused technologies to align end-user operations with business objectives. The Director will spearhead innovative solutions, foster business-IT synergy, manage global support teams (internal and outsourced), oversee budgets, vendor management, ensure compliance, and cultivate high-performing teams to deliver world-class IT support services with a sense of urgency. **Essential Duties and Responsibilities** + Lead with Vision: Direct the end-user operations team to set ambitious goals, craft strategic roadmaps, prioritize high-impact support initiatives, and recruit top talent, fostering a culture of engagement, innovation, and urgency. + Drive Operational Excellence: Oversee L1 and L2 support teams delivering 24/7 production support, including triage, advanced troubleshooting, problem management, and root cause analysis to ensure seamless service delivery. + Champion Customer Satisfaction: Implement strategies to elevate Customer Satisfaction (CSAT) scores by delivering exceptional end-user experiences and maintaining high service standards. + Ensure Robust Compliance: Develop and enforce IT compliance with corporate, regulatory, and industry standards, integrating security and privacy best practices into end-user support processes. + Strategic Planning: Collaborate with IT leadership to define and execute a forward-looking strategy for end-user computing, ticketing systems, service desk operations, and SLA management. + Manage Outsourced Services: Develop and oversee the appropriate in-sourced and outsourced IT support model, aligning with senior IT leadership’s strategy. + Monitor and Optimize Metrics: Define and manage Key Performance Indicators (KPIs) for ticketing metrics, SLAs, and CSAT, ensuring continuous improvement in service delivery. **IT Operations** + Modernize End-User Support: Oversee IT operations encompassing IT Service Management, End User Computing, ticketing systems, and collaboration tools, ensuring seamless support for Signature Aviation’s global workforce. + Automate for Efficiency: Implement automation to streamline support processes, reduce manual intervention, and accelerate ticket resolution across all end-user operations. + Elevate Service Delivery: Transform end-user support from reactive to proactive, service-level-driven excellence, incorporating ITIL-based Service Management principles. + Optimize Performance: Define and manage KPIs for end-user operations, focusing on operational efficiency, financial performance, and customer satisfaction. + Secure and Scale: Ensure continuous, secure operation of end-user computing infrastructure, with robust incident management and business continuity plans. + Drive Exceptional Customer Service: Lead the IT support function to sustained, measurable, and continuously improving levels of delivery and performance, fostering a customer-first culture across all IT teams. + Incorporate Service Management Principles: Leverage ITIL frameworks to improve service delivery management and ensure optimal achievement of business SLAs. **Vendor Management** + Strategic Vendor Portfolio: Build and maintain a vendor ecosystem for Managed Service Providers (MSPs), ticketing system providers, and other support-related services to support global operations. + Leverage Partnerships: Foster relationships with key vendors to align their technical roadmaps with Signature Aviation’s end-user support goals. + Innovate Through Technology: Utilize vendor technologies to deliver cutting-edge support solutions that enhance user experiences at Signature’s global locations. **Minimum Education and/or Experience** + Bachelor’s degree in Information Technology, Computer Science, or a related discipline from an accredited college or university (or an equivalent combination of education and experience). + At least 7+ years of work experience in end-user management and customer service within an IT environment, with at least 5 years in management and leadership roles. **Additional Knowledge and Skills** + Certifications: ITIL certification(s) (e.g., ITIL Foundation, ITIL Practitioner, or higher) strongly preferred. + Proven Leadership: Demonstrated success in leading high-performing, global IT support teams and managing MSP relationships. + Technical Expertise: Deep understanding of L1 and L2 support processes, ticketing systems (e.g., ServiceNow, Jira Service Management), SLA management, and CSAT metrics. + Process Development: Strong ability to design, implement, and refine IT support processes to enhance operational performance and scalability. + Analytical Skills: Proficiency in analyzing ticketing metrics, identifying trends, and implementing data-driven solutions to improve service delivery. + Communication: Exceptional interpersonal and communication skills to engage with stakeholders at all levels. + Flexibility: Ability to work flexible hours and/or weekends and be available for escalations and emergency response on short notice. + Travel: May be required to travel to other locations up to 10% of the time.