Director, End-User Computing and IT Service Delivery

Job Description

THE DETAILS:

Location: Denver, CO or San Francisco, CA

Travel: 10-20%

Compensation: $160,000 – 190,000/year + bonus

THE POSITION:

The Director, End-User Computing and IT Service Delivery, is responsible for managing and optimizing employee productivity tools and applications, ensuring the stability and security of IT tools and services, and driving a positive user experience. This role works closely with business and technical teams to develop strategies and initiatives that enable strong partnerships and drive productivity for employees and contractors. The successful candidate will also monitor key performance indicators (KPIs) to ensure that employees and contractors are productive on day one and enterprise tools are achieving desired results.

·         Develop and implement the strategic vision for the compute and storage infrastructure, ensuring alignment with business goals and objectives.

·         Develop and implement a comprehensive collaboration tools strategy in coordination with business and technical teams, considering the varying personas of employees and contractors to ensure tailored IT user experiences.

·         Develop, implement, and monitor Service Level Agreements (SLAs) and metrics for IT service delivery.

·         Overseeing the laptop fleet (PC and Mac) and ensuring proper maintenance, support, and security measures are in place.

·         Drive hyper-automation of support requests to reduce resolution turnaround time, improve self-service capabilities, and increase operational efficiencies.

·         Proactively work to reduce IT Help Desk ticket volume through user issue prevention, improved user training, and related IT knowledge sharing.

·         Ensure compliance with company policies and procedures, as well as leveraging industry best practices and standards.

·         Stay updated with industry trends and best practices in employee productivity, collaboration tools, end-user computing, and endpoint security, and provide strategic recommendations to leadership for continuous improvement.

·         Oversee local site management in multiple locations and/or regions, providing direction to team members to keep their sites running and functional.

·         Manage the end-to-end process of employee and contingent worker onboarding and offboarding, including provisioning and deprovisioning of equipment, accounts, access, and tools, in accordance with ITIL processes and company policies.

·         Manage global solutions for conference room audio-visual technologies, break-fix, and support.

·         Manage end-point security measures, including software delivery, PC patching, managing Sentinel and MD Defender, and implementing device security policies for Bring Your Own Device (BYOD) scenarios.

·         Continuously improve the efficiency for the overall spend on the budget for the compute infrastructure, ensuring that costs are kept under control.

·         Identify, define, and continuously improve new and existing policies, standards, and framework for ITSM governance. Implement and maintain a process governance structure aligned to global standards that meets business needs while balancing compliance with risk and cost.

MUST-HAVE QUALIFICATIONS:

·         Bachelor’s degree in computer science, Information Technology, or a related field.

·         Minimum 7 years of experience in IT, with a focus on employee productivity, collaboration tools, end-user computing, IT help desk, and endpoint security.

·         Strong technical expertise in MS Windows, O365, OneDrive, AWS, Azure platform, MS Intune, GPO, MFA, SSO, PC gold imaging, endpoint security solutions such as Sentinel and MD Defender, Sophos endpoint security, and ITIL-based help desk processes.

·         In-depth knowledge of PC lifecycle management, asset management, endpoint security, software delivery, patching, and onboarding/offboarding processes.

·         Experience with device security policies for BYOD scenarios and related technologies.

·         Familiarity with relevant regulations, standards, and frameworks related to information security and IT service management, such as GDPR, ISO 27001, ITIL, etc.

·         Excellent analytical, problem-solving, and decision-making skills.

·         Strong communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders at all levels.

·         Ability to work independently and manage multiple tasks and projects simultaneously.

·         Relevant certifications such as ITIL, Microsoft Certified, and other relevant industry certifications are a plus.

THIS MIGHT BE RIGHT FOR YOU IF:

·         You’re diligent and detail-oriented. You go the extra mile in reviewing processes and systems to ensure a seamless end-user experience.

·         You don’t get flustered easily. You can juggle multiple priorities while balancing urgent requests with shifting timelines and deliverables.

·         You’re collaborative. You’re able to work well across teams to identify risks and needs and develop solutions.

Why our Company?

·         We offer a competitive compensation package with strong benefits, including medical, dental, and vision insurance, a 401K program, flexible spending accounts – even a cell phone subsidy.

·         We foster a culture of appreciation, including an appreciation rewards program.

·         Fun is part of our DNA, with events, game nights, and barbecues.

·         We’re growing – this is a great time to join and make an impact!