Director – End User Services

F5•Seattle, WA

1d•$176,000 - $264,000•Hybrid

About The Position

The F5 Digital team is seeking a strategic, human-first leader to define and lead the future of Global End User Services. This role is accountable for shaping a modern employee experience that enables F5ers to do their best work from any location, with secure, reliable, and intuitive technology support. The Director of End User Services will lead global teams spanning Service Desk operations, Desktop Support, Executive Support, and Site Services, and will advance the evolution of support from a traditional reactive model to an AI-first, proactive, insight-driven service organization. Success in this role requires strong operational discipline, a bias for simplification, and the ability to translate business priorities into scalable, high-quality services that improve productivity, resilience, and employee satisfaction across F5. This leader must operate with executive presence, sound judgment, and a high degree of cultural fluency across a global environment. The role requires exceptional partnership with senior leaders, Executive Assistants, and cross-functional stakeholders to deliver a high-trust, high-touch support experience for F5’s most business-critical moments. The Director must model empathy, transparency, accountability, and calm under pressure, while building strong teams that reflect F5’s human-first and high-performance ways of working. The ability to align priorities, coverage, and decision-making across time zones is essential to ensuring responsive leadership and consistent service delivery worldwide.

Requirements

10+ years of experience in IT operations, including 5+ years in senior leadership roles managing global End User Services or Employee Experience teams.
Proven experience supporting a large, global workforce (7,000+ employees) across multiple regions (AMER, EMEA, APCJ), including operating 24/7 follow-the-sun support models.
Strong ability to lead across cultures and time zones, with exceptional communication, sound judgment, and the executive presence to build trust with senior leaders and key stakeholders.
Advanced experience with ServiceNow, including driving automation, reporting, and service optimization.
Demonstrated ability to leverage operational data, service metrics, and user insights to assess performance, identify improvement opportunities, and inform decision-making.
Strong storytelling and influence skills, with the ability to translate complex operational data into clear, actionable insights for executive stakeholders.

Nice To Haves

Bachelor’s or Master’s degree in Information Systems, or equivalent experience.
Visionary, strategic thinker with a passion for delivering exceptional employee experiences.
Expert communicator and relationship builder, skilled in cross-cultural engagement and negotiation.
Flexible and adaptable, able to align and lead teams in a fast-paced, globally distributed environment.
Committed to continuous improvement, innovation, and operational excellence.

Responsibilities

Lead and manage global Service Desk and Onsite Support teams, ensuring high-quality, seamless 24/7 technical assistance for all employees, both remote and office-based, across all regions.
Lead a world-class Executive Support capability that delivers white-glove, high-trust service to senior leaders, anticipates needs, protects productivity during critical business moments, and partners closely with Executive Assistants to ensure seamless planning, responsiveness, and execution.
Oversee end-to-end lifecycle management of end-user hardware and software, including procurement, provisioning, retirement, and sustainable practices, to ensure users always have reliable, up-to-date tools.
Establish and govern globally consistent service levels, operating rhythms, and performance reporting to deliver resilient, follow-the-sun support and a consistently high-quality employee experience across regions.
Drive high first-call resolution rates and foster a robust self-service knowledge base, empowering users to resolve issues quickly and independently.
Lead the transformation of support through AI, automation, and simplified workflows, improving speed, scale, service quality, and insight while reducing friction for employees and support teams.
Proactively break down organizational silos, enabling greater efficiency, collaboration, and faster growth for employees.
Build and mentor a diverse, high-performing global team across multiple time zones, emphasizing empathy, ownership, and technical curiosity.
Collaborate closely with GWS and Facilities teams to design, implement, and support state-of-the-art global office technologies.
Manage global hardware vendors and contracts, optimizing spending while maintaining consistently high service standards.
Partner with senior leadership to align End User Services strategy with business priorities and workforce needs.
Shape investment decisions across tooling, automation, and support models.
Provide clear, executive-level insights on employee experience, service health, and productivity trends to inform prioritization, investment decisions, and continuous improvement.
Proactively identify and mitigate risks related to user support, technology adoption, and compliance with international data security and privacy regulations.