Director, Design Center Operations & End-User Services

Celestica•Richardson, TX

13d

About The Position

Celestica is seeking a hands-on, high-velocity Director of Design Center Operations & End-User Services to lead frontline IT service delivery, endpoint engineering, and site support operations across global engineering design hubs. The role supports more than 2,500 global R&D, hardware, software, and AI engineers, delivering a developer-centric support ecosystem that includes tailored environments such as native Linux laptop builds, specialized workstation hardware, high-privilege access allowlisting, and rapid lab support. The director will lead a team of 17+ technical specialists across North America and Asia, covering R&D lab network support, endpoint management, zero-trust endpoint security tools allowlisting, and site support. The role owns the end-to-end frontline experience and ensures IT helps improve engineering productivity and release velocity. The position oversees technical support, endpoint lifecycle and security, physical site IT operations, R&D lab support, procurement, inventory, and regional vendor relationships.

Requirements

At least 8 years of progressive IT service delivery or site support leadership experience in engineering-centric, hardware, software, or high-tech manufacturing organizations.
Proven experience managing multi-site or global support teams of 10 or more technicians and systems administrators, directly or indirectly.
Demonstrated success supporting technical end users such as developers, chip designers, or embedded systems engineers who require non-standard environments.
Deep technical familiarity with native Linux desktop environments, including Ubuntu, RHEL, or CentOS, as well as Windows Enterprise and macOS deployment frameworks.
Solid understanding of physical networking, including patching, VLANs, and basic switch configuration, and local lab hardware maintenance.
Proficiency with modern ITSM platforms such as ServiceNow or Jira Service Management and data-driven ticket analysis.
Patient, solution-oriented leadership and the ability to solve complex technical problems for engineering stakeholders under pressure.
Hands-on player-coach approach, including willingness to troubleshoot complex endpoint builds or lab network issues.

Nice To Haves

Exposure to application allowlisting or zero-trust endpoint security tools, such as CyberArk, Jamf, or Intune.

Responsibilities

Build and manage a specialized Tier 1/2/3 technical support function tailored to hardware and software engineering teams.
Establish service-level benchmarks and incident triage workflows to resolve developer-impacting issues and minimize engineering downtime across sites.
Drive automated IT onboarding and access provisioning so new engineers have the required hardware, access keys, and build environments on day one.
Oversee provisioning, patching, and hardware lifecycle management for engineering laptops and workstations running Linux, Windows, and macOS.
Direct zero-trust endpoint security specialists responsible for application allowlisting, kernel-level drivers, and developer elevation requests.
Partner with infrastructure and security teams to support jump host access, containerized developer VMs, and IDE completions.
Manage physical site IT operations and hands-and-feet support across design centers in North America and Asia.
Direct R&D lab network support staff handling local cabling, physical switch and router racking, jump host maintenance, and hardware troubleshooting in testing labs.
Manage local IT procurement, spare-parts inventory, warranty replacements, and local vendor relationships across regional engineering facilities.
Lead and support a team of 17+ technical specialists across North America and Asia.