Director, IT Service Desk & End-User Support

arrivia•Scottsdale, AZ

16h•Onsite

About The Position

At arrivia, we're passionate about making travel experiences unforgettable. As a global leader in the travel industry, we're looking to hire a talented Director of IT Service Desk & End-User Support to join our IT team in Scottsdale. You will lead the Service Desk and end-user support experience for roughly 2,000 employees across our local and global teams, owning Tier-1 and Tier-2 support, device lifecycle, and the Day-1 onboarding experience. You will lead the Service Desk and Tech Support team and report to our EVP of IT Operations. This is a build role, not a maintain role. You will make self-service and AI the default path to resolution, cut manual toil through knowledge and automation, and set the standard for how technology feels to every employee at arrivia.

Requirements

Bachelor's degree in MIS, Computer Science, IT, or a related field, or a minimum of 7 years in IT support.
5+ years leading a service desk or end-user computing team at comparable scale.
Deep experience with ITSM platforms such as ServiceNow or Jira Service Management, plus ITIL 4 service-operation practices.
Hands-on endpoint management and MDM experience with Intune, SCCM, or Jamf.
Experience with DEX tooling such as Nexthink or 1E and self-healing remediation.
Experience running a knowledge base and self-service program, for example Knowledge-Centered Service.
A track record of improving first-contact resolution, deflection, and CSAT or XLA.
Experience automating fulfillment and onboarding, or JML, workflows.
People-leadership experience across hiring, coaching, scheduling, and performance management.
Ability to translate complex technology issues for a wide range of audiences.
ITIL v4 Foundation required.

Nice To Haves

HDI or CompTIA A+ preferred.

Responsibilities

Run the ITIL 4 Service Desk as the single point of contact for intake, first response, and Tier-1 incident handling.
Own Tier-1 and Tier-2 incident response and request fulfillment, including password and MFA reset execution.
Govern the AI support copilot and first-line AI self-service, and refer suspected shadow-AI to App & AI Security under the enterprise AI-use policy.
Own the end-user knowledge base and self-service catalog so employees solve more on their own.
Own imaging, provisioning, deployment, end-user endpoint patching, and EOL replacement.
Operate MDM and mobile app provisioning across the end-user fleet.
Own DEX telemetry and proactive, self-healing remediation that fixes issues before tickets arrive.
Manage AV and conference-room technology, plus VIP, executive, and accessibility support.
Measure XLA and CSAT to SDI and HDI standards, and feed ticket-trend analytics into Problem Management.
Hire, coach, and develop the Service Desk and Tech Support team, with room to grow the group.
Work alongside Identity, Change & Configuration, and Infrastructure & Cloud teams across regions.
Drive the AI service desk and self-healing endpoints, passwordless and passkey self-service recovery, and zero-touch JML automation.