Director, End User Services

The Walt Disney Company • Burbank, CA

15h • Hybrid

About The Position

The Director of End User Services is a global leadership role responsible for driving innovation, transformation, and excellence in end-user computing, technology help desk operations, workplace technology, and operational solutions engineering across TWDC. This position plays a critical role in enhancing user experiences, streamlining processes, and leveraging agentic AI to improve team capabilities, efficiency, and satisfaction. By adopting a product management mindset and utilizing data-driven strategies, the Director will ensure services are aligned with organizational goals and deliver measurable improvements.

Requirements

• 12+ years of experience in IT service delivery, with 5+ years in management roles.
• Proven expertise in end-user computing technologies, including Microsoft SCCM, Windows, Office, Outlook, email, browsers, networking, and file sharing.
• Experience leading and developing help desk teams and implementing AI-driven solutions.
• Strong strategic thinking and product management mindset.
• Deep executive presence and ability to self-drive.
• Transformative / modernizing approach.
• Deep DEX experience with proven success (i.e. monitor, analyze, and improve IT tools employees utilize daily with the end goal of increasing productivity).
• Proficiency in ITIL processes and industry best practices.
• Ownership of budget and resources with a focus on cost savings and service improvements.
• Knowledge of Continuous Improvement and Lean Six Sigma methodologies.

Nice To Haves

• Mastery of ITIL principles and certifications.
• Experience managing global virtual teams and 3rd-party delivered services.
• Certifications in Project Management, Business Analysis, Service Management, and Lean Six Sigma.
• Advanced degrees in technology or business-related fields.

Responsibilities

• Lead end-user computing and workplace technology initiatives, including lifecycle management for computers, phones, monitors, and peripherals, ensuring efficient onboarding, offboarding, procurement, inventory, deployment, support, and tracking.
• Establish a vision and strategy aligned with business goals, connecting stakeholders, building strong teams, and managing resources effectively.
• Define strategies, expectations, and priorities to ensure team actions align with organizational success.
• Drive the implementation of improved computer and equipment deployment processes as well as operations of these services.
• Provide leadership for a 24x7x365 global help desk, incorporating world-class onsite, nearshore, offshore, and AI-driven approaches including logging, tracking, and prioritizing.
• Manage end user hardware assets in ServiceNow CMDB (all hardware related to role).
• Lead and govern large‑scale, enterprise‑wide hardware procurement initiatives, overseeing strategy, vendor engagement, and execution across the organization.
• Provide fiscal stewardship of a multi‑million‑dollar capital budget, ensuring alignment with annual planning and enterprise priorities.
• Serve as the primary point of executive oversight and escalation of in-scope services.
• Accountable for performance of large strategic vendors.
• Oversee related solutions engineering to enhance service delivery and user satisfaction.
• Incorporate continuous coaching and feedback to build trust and enable individuals to reach their highest potential.
• Develop self and others by fostering openness, curiosity, and career growth.
• Promote an environment of respect, well-being, and flexibility by demonstrating care and compassion.
• Create an environment where Disney values are experienced, encouraging creative problem-solving and ensuring every voice is heard.

Benefits

• A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees