Director, End User Technology

Gateway Casinos Corporate Office•Etobicoke, ON

3d•$143,837 - $160,000•Onsite

About The Position

The Director, End User Technology is a senior IT leader responsible for delivering secure, reliable, and intuitive technology experiences for employees across Gateway’s corporate offices and casino properties. This role leads the strategy, operations, and continuous improvement of end-user computing, service desk, endpoint platforms, and collaboration technologies. This leader will balance operational excellence with modernization and user experience, ensuring technology enables productivity for frontline and corporate users across a geographically distributed environment.

Requirements

10+ years of progressive IT experience, with at least 5 years in a senior leadership role.
Demonstrated experience leading end-user technology in a complex, distributed environment (retail, hospitality, gaming, or similar).
Experience with Microsoft 365, Intune, identity and access management platforms.
Experience managing vendors, budgets, and multi-year technology roadmaps.
Strong operational background in service desk, endpoint management, and enterprise support.
Proven ability to partner with business leaders and communicate effectively at the executive level.

Nice To Haves

Experience driving employee experience or digital workplace initiatives preferred.
Exposure to 24/7 operational environments with frontline workers preferred.

Responsibilities

Lead and oversee enterprise end-user technology services, including: Service Desk, Field services at casino and office locations, Endpoint lifecycle management.
Ensure consistent, high-quality support experiences across all properties, including remote and on-site teams.
Establish and maintain SLAs, KPIs, and service performance reporting.
Define and drive the end-user technology roadmap aligned with Gateway’s digital transformation strategy.
Improve onboarding, offboarding, and employee lifecycle experiences in partnership with People & Culture and Cyber Security.
Leverage automation, self-service, and analytics to reduce friction and improve service quality.
Standardize tools and processes across properties while respecting operational realities of a 24/7 gaming environment.
Act as a trusted technology partner to business leaders, casino operations, and corporate functions.
Present service performance, risks, and improvement initiatives to IT leadership and executives.
Manage vendor relationships including hardware, software, and service providers.
Budget planning and cost optimization for end-user technology services and tooling.
Lead, mentor, and develop a geographically distributed team of technical professionals.
Foster a culture of accountability, customer focus, and continuous improvement.
Support workforce planning, skills development, and succession planning within the End User Technology function.