Director, End User Services

dentsu•New York, NY

2d•$136,850 - $165,000•Hybrid

About The Position

Americas Enterprise Technology is undergoing a transformation from a reactive IT organization to one that anticipates and prevents issues. This role will lead this initiative by leveraging real-time device monitoring, analytics, and AI/automation to redefine end-user support within a modern enterprise. The End User Services Manager is responsible for the entire EUS function within Technology Operations, encompassing reactive support, proactive problem identification and resolution, and multi-site coordination across the US and Canada. The role involves managing a team of IT professionals, collaborating with an outsourced service desk partner, and working with internal teams like Global End User Compute and Security to establish operational standards that ensure a consistent and reliable technology experience for all employees. This is a hands-on leadership position requiring an individual who leads by example, works collaboratively with the team, and sets standards through their actions. The ideal candidate is comfortable with both strategic planning and detailed execution, possesses expertise in running and improving service desks, can bring structure to ambiguous situations, unite vendors and internal teams around service standards, and is enthusiastic about the impact of AI and automation on IT operations.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
5+ years of experience in IT operations or end user support, with demonstrated progression into leadership.
3+ years in a supervisory or management role, including direct management of staff and vendor relationships.
Strong verbal and written communication skills — able to present to senior leadership and engage effectively across all levels of the organization.
Strong knowledge of ITSM best practices and hands-on experience with ServiceNow or a comparable ticketing platform.
Proficiency with Microsoft 365 and endpoint management tools including Intune and Entra ID.
Demonstrated experience managing vendor relationships and aligning external partners around shared service goals and SLAs.
Experience with DEX platforms such as Nexthink for proactive device health monitoring, issue identification, and remediation.
Proven ability to use data and operational metrics to assess and improve the quality of service — understanding that metrics inform the picture, not define it.
Strong analytical and root-cause analysis capabilities — you use data to drive decisions.

Nice To Haves

ITIL Foundation certification or higher.
CompTIA Security+ or equivalent certification.
Hands-on experience with Power Automate, Power BI, or similar automation and analytics tools.
Experience supporting IT operations in a large, distributed, or global organization.
Background in compliance and IT security initiatives.
Familiarity with AI-assisted IT operations and enthusiasm for where the field is heading.

Responsibilities

Lead and mentor a team of IT professionals supporting reactive service delivery, proactive problem identification and remediation, and multi-site coordination — setting clear expectations and fostering a culture of ownership and continuous improvement.
Collaborate with our outsourced service desk partner — working closely together across L1, L2, and escalation resources to deliver a seamless, high-quality end user experience.
Develop and maintain operational documentation, SLAs, and KPIs — treating them as inputs to understanding service quality, not as the definition of it.
Build a team culture defined by ownership, a proactive get-it-done mindset, continuous improvement, and a genuine commitment to the employee experience.
Oversee incident resolution workflows across L1, L2, and escalation tiers — ensuring that SLA adherence reflects, not replaces, a genuine commitment to service quality.
Use data — ticket quality, resolution times, satisfaction scores, and trends — as a lens for understanding the true health of the service, not just whether numbers are green.
Manage cross-team escalations and complex troubleshooting with urgency and clear communication.
Serve as the escalation point for major incidents, ensuring prompt resolution and appropriate stakeholder communication.
Own request fulfillment and change management process adherence across the team — ensuring every request is handled correctly and every change follows the right process.
Ensure executives and VIPs receive prioritized, high-quality support — not through dedicated staffing, but through a team that understands who needs to be served first and delivers accordingly without being asked.
Champion proactive IT initiatives — using real-time monitoring and analytics to identify and remediate issues before they reach the employee.
Drive continuous improvement across device experience metrics, reducing reactive support volume over time.
Implement tools and processes that shift the team's posture from break/fix to prevention.
Ensure consistent, high-quality service delivery across all US and Canada locations.
Coordinate on-site support, walk-in Tech Bar operations, and location-specific initiatives including infrastructure refreshes.
Serve as the point of accountability for regional IT needs, balancing local requirements against enterprise standards.
Lead and contribute to projects in AI, automation, and tooling optimization — actively participating in the team's shift toward intelligent operations.
Evaluate and implement new technologies and methodologies that improve service delivery and reduce cost.
Support security assessments and compliance initiatives in partnership with the Security team.
Contribute to the long-term EUS strategy and roadmap, translating operational insights into forward-looking recommendations.