Director, IT Service Desk & End User Support (King Of Prussia, PA, US, 19406)

UGI Corp.•King Of Prussia, PA

41d

About The Position

The Director of IT Service Desk & End User Support drives exceptional user experience for 10,000+ users across UGI's diverse business units through leadership of IT Service Desk, End User Engineering, Mobility and Field IT Systems Support, Asset Management, Desktop Services, IT Communications, and Endpoint Management. This role partners directly with business leaders to understand user needs, minimize disruption, and deliver IT support services that enhance employee satisfaction while maintaining robust security posture. The position leads IT maintenance, transformation, automation and modernization efforts that improve IT service availability, drive operational efficiencies, improve employee productivity and promote seamless technology experiences at enterprise scale.

Requirements

Service Management Leadership: Strong experience managing large-scale IT service desk operations and service management frameworks. Solid understanding of ITSM and ITIL best practices, service level management, and performance metrics across multiple service delivery channels.
Strategic Business Partnership: Ability to effectively communicate service delivery value and performance to senior leadership and business stakeholders. Experience building collaborative relationships with business unit leaders to understand service requirements.
Modern Service Delivery Platforms: Working knowledge of ServiceNow ITSM platform, Microsoft 365 ecosystem, and modern endpoint management tools. Understanding of how these platforms integrate to deliver seamless user experiences.
Incident & Service Restoration Management: Strong incident management capabilities including coordination during major service disruptions, stakeholder communication, and service restoration processes. Understanding of 24/7 service desk operations and escalation procedures.
User Experience & Service Adoption: Understanding of service design principles and user satisfaction measurement. Experience driving service adoption and managing organizational change during service delivery improvements.
Operational Budget & Vendor Oversight: Budget management experience with service delivery operations. Experience managing vendor relationships for service desk tools, outsourced services, and technology procurement.
Service Team Leadership: Proven ability to lead and develop service delivery teams across multiple locations. Experience managing both internal staff and external service providers to deliver consistent service levels.
Bachelor's degree in information technology, business administration, or related field.
Minimum of 15 years of experience in IT and business/industry.

Nice To Haves

Industry experience in LPG, Utility, Energy, or similar sectors. Background in multi-tenant, multi-business unit organizational structures

Responsibilities

IT Service Delivery & Performance Oversight
Ensure exceptional performance across IT Service Desk, Desktop Services, Endpoint Management, and Field IT Systems Support
Establish and maintain service level agreements, KPIs, and continuous improvement processes that exceed industry benchmarks
Drive standardization and automation of policies, procedures, and service delivery across business unit
Service Continuity & Critical Incident Management
Lead major incident management including rapid response, cross-team coordination, executive and end user communications, and service restoration
Oversee comprehensive problem management from detection through root cause analysis and permanent resolution
Ensure appropriate after-hours support coverage, on-call rotations, and escalation procedures for business-critical issues
Project Leadership & Digital Transformation
Lead enterprise-scale modernization, maintenance and standardization initiatives
Drive automation and process improvement projects that enhance service delivery and reduce operational friction
Oversee technology refresh cycles, new technology implementations, and change management across 10,000+ users
Champion digital workplace initiatives that advance UGI's transformation and continuous improvement goals while maintaining security and compliance
User Experience Strategy & Business Partnership
Partner with business unit leaders to understand user needs, pain points, and technology requirements across diverse UGI operations
Develop and execute user experience improvement initiatives that directly impact employee productivity and satisfaction
Establish and maintain user feedback loops, satisfaction surveys, and voice-of-customer programs to drive continuous improvement
Liaise with IT leaders and teams across Security, Applications and Infrastructure to support IT departmental goals and cross-functional needs
People Leadership & Team Development
Lead, develop, and inspire teams across multiple functional areas, fostering accountability, growth, and high performance
Conduct regular one-to-ones, team meetings, performance reviews, and career development planning
Build organizational capabilities in modern technologies, user experience design, and business relationship management
Champion change management and organizational development during transformation initiatives
Financial Stewardship & Vendor Management
Manage $5M+ annual budget with focus on value delivery and cost optimization
Oversee strategic vendor relationships, contract negotiations, and supplier performance management
Partner with Global Procurement organization to ensure end-user technology purchases align with corporate standards, compliance requirements, and cost optimization objectives
Drive financial accountability and ROI measurement across all end-user technology investment