Director, End-User Services

QCR Holdings, Inc.•Moline, IL

5h•Onsite

About The Position

The Director, End User Services, is responsible for leading enterprise end user technology, service desk operations, desktop support, user account provisioning, and IT service management practices. The Director will lead a world-class support organization using the ITIL framework to provide service management structure and discipline. This role will drive a secure, compliant, and user-focused environment while advancing operational maturity and continuous improvement.

Requirements

Bachelor’s degree or equivalent experience in leading enterprise support, system provisioning and IT Service Management teams.
Ten+ years of progressive leadership experience.
Excellent verbal, written, and interpersonal communication skills.
Ability to work in a fast-paced environment and adapt to change.
Experience in enterprise provisioning, access governance, or identity lifecycle management.
Strong knowledge of IT service management (ITIL).
Experience working in regulated environments with audit and compliance focus.
Strong leadership skills.

Nice To Haves

ITIL Certification preferred.

Responsibilities

Lead and develop teams responsible for end user support, account provisioning, and service management.
Define EUS roadmap and execute strategy for end user technologies and service delivery.
Partner with business, audit, and security teams to align services with organizational priorities.
Collaborate with technology peers to ensure high percentage of first call response.
Participate in business engagement feedback sessions and address escalated business impacting issues.
Drive a culture of service excellence and continuous improvement to maintain best in class end user experience.
Own user lifecycle management includes onboarding, role changes, and offboarding.
Lead enterprise account provisioning processes across all systems and applications.
Oversee the coordination of employee system access across multiple systems.
Ensure development and compliance with standard operating procedures.
Oversee Service Desk and Desktop Support delivery.
Drive improvements in customer satisfaction and service quality.
Ensure effective lifecycle management of end-user devices and software.
Contribute to and support enterprise initiatives from an end user perspective.
Own and mature ITIL processes including incident response, service requests, problem management, change enablement, and asset management.
Drive standardization and measurable improvements across all service processes.
Define and monitor service levels, metrics, and reporting for all technology functions.
Lead root cause analysis and long-term issue resolution.
Ensure adherence to regulatory and internal control requirements.
Maintain audit-ready procedures, documentation, and evidence.
Support audits and lead remediation of identified issues.
Strengthen control effectiveness across provisioning and service management.
Hire, develop, motivate, and train staff, including planning and delegating work assignments and projects.
Evaluate performance, administer touch points and deliver performance evaluations.
Foster a positive work environment that encourages professional growth and development.
Establish clear expectations and hold team members accountable to performance and behaviors aligned with our culture.
Understand and administer compensation based on pay for performance philosophy, including merit increases and variable pay.
Participate in community engagement events. This can include professional, civic and community groups.
Comply with all company or regulatory policies, procedures and requirements applicable to this position.
Foster and preserve a culture of inclusion, innovation, collaboration, accountability, achievement and passion.
Additional duties and responsibilities may be required to support the company’s mission, vision and values.