Director of End User Services

Stand Together • Arlington, VA

5d • Hybrid

About The Position

Stand Together is a philanthropic community that helps America’s boldest changemakers tackle the root causes of our country’s biggest problems, from education to the economy, broken communities, and toxic division, among dozens of other pressing issues. We provide our partners with access to resources including funding, thought leadership, a network of peers, and a playbook for applying proven principles to transform lives and society.

Stand Together is seeking a Director of End User Services to deliver an industry-leading employee technology experience by leading our Service Desk organization and workplace-facing technology service teams. You will own the end-user services strategy and operating model, applying modern support practices to improve service quality, increase first-contact resolution, reduce cycle times, and create a scalable, predictable support experience across the community.

This role leads a multi-function support organization that includes a Tiered Service Desk, Executive Deskside Support, IT Asset Management, and IT-focused Employee Lifecycle team, plus an adjacent service team responsible for AV Services and Microsoft Services. You will set the bar for operational excellence, service automation, knowledge maturity, and measurable outcomes - ensuring end-user services are reliable, secure, and financially responsible.

This role is predominantly on-site in Arlington, VA, but hybrid candidates will be considered.

Requirements

• You have 10+ years leading end-user support, service desk, workplace technology, including service delivery accountability and multi-team leadership (you will be managing managers in this role)
• You are deeply fluent in ITIL and HDI practices, and can translate these practices into simple, adopted operating behaviors (not documentation theatre)
• You have proven success operating a tiered support model and improving flow: better triage, fewer handoffs, faster resolution, higher first-contact resolution
• You have built or rebuilt service desk operating models that measurably improved: CSAT, resolution time, backlog health, knowledge maturity, and consistency of execution
• You are strong in metrics, analytics, and decision-making: you define what matters, validate data integrity, publish dashboards leadership trusts, and use insights to drive action and accountability
• You can lead complex cross-functional workflows (HR + Security + IT + Facilities) with crisp ownership, SLAs, and automation-first execution
• You bring high operational discipline: clear expectations, coaching, quality management, incident comms maturity, and continuous improvement that sticks
• You communicate with clarity and credibility across all levels - from frontline analysts to executives - balancing empathy for the employee experience with rigor in execution and stewardship

Nice To Haves

• Leadership experience building a high-performing support center (workforce management, QA programs, coaching systems, contact strategy, shift-left practices) serving both internal and external customers
• Demonstrated success implementing experience-centered service management (e.g., XLAs, journey-based measurement, employee experience signals) that improves employee satisfaction and operational efficiency
• Experience scaling end-user services with automation and AI-assisted support (virtual agents, assisted triage, summarization, intelligent routing) with appropriate governance and quality controls
• Strong knowledge management leadership (KCS or equivalent), with measurable improvements in deflection, reduced repeat contacts, and faster resolution for common issues
• Your experience with service management platforms (Jira Software and JSM preferred) is deeper than the teams delivering them; you use reporting tools to translate process execution into visible, quantifiable value
• Instinctively challenges organizational inertia. Understands that sustainable improvement often requires tearing down legacy structures and has the judgment to know when removal creates more value than addition
• Relevant certifications such as ITIL, HDI, KCS (nice-to-have, not a substitute for demonstrated outcomes)

Responsibilities

• Champion a healthy, principle-led culture by embedding Principle-Based Management across hiring, onboarding and development; model the principles and ensure they are consistently practiced across the organization
• Own the end-user services vision, roadmap, and practice model across Service Desk, employee lifecycle IT services, IT asset lifecycle, AV, and Microsoft workplace services, connecting priorities to measurable outcomes (experience, reliability, speed, and cost)
• Lead, coach, and scale a high-performing Service Desk operation with clear skill development, quality assurance, and consistent execution across Tiered Support, Executive Deskside Support, ITAM, and lifecycle teams (onboarding/moves/offboarding)
• Establish and enforce operational standards rooted in ITIL and HDI practices, including incident and request handling, escalation paths, swarming/collaboration models, and “no-surprises” stakeholder communication
• Build an executive-grade Executive Support experience with clear eligibility, response objectives, customer communication standards, and privacy-aware handling while preventing the VIP queue from undermining standard service channels
• Own end-user service performance management, including:
• Customer/employee experience metrics (CSAT, sentiment, experience drivers)
• Operational efficiency metrics (first-contact resolution, time-to-first-response, time-to-resolution, backlog aging, reopen rate)
• Quality metrics (ticket hygiene, knowledge usage, repeat contact rate, escalation accuracy)
• Cost and productivity metrics (cost per ticket, automation deflection, device lifecycle cost trends)
• Define and run service reviews with stakeholders that turn reporting into action: trends, recurring pain points, root causes, and a prioritized improvement backlog that is delivered and verified
• Establish a knowledge-first operating model (e.g., KCS-aligned practices): governance, article quality standards, coaching, and measurement of knowledge contribution and reuse to reduce repeat incidents and increase self-service success
• Scale support through automation and self-service by implementing high-value deflection and workflow automation (intake, routing, approvals, password/account workflows, device remediation runbooks, and employee lifecycle workflows)
• Lead IT Asset Management maturity across procurement intake, inventory accuracy, lifecycle controls, refresh/reclaim motions, endpoint standards, license/compliance coordination, and audit readiness—treating ITAM as a service enabler, not a spreadsheet exercise
• Run employee lifecycle services as a product: standardize onboarding/offboarding, reduce cycle time, improve accuracy, and partner tightly with HR, Security, and Hiring Managers to deliver a consistent “day 1 ready” experience
• Own AV and Microsoft service operations outcomes, including service reliability, incident response, user enablement, adoption support, and operational change governance (e.g., updates, releases, policy changes, and communications that minimize disruption)
• Drive continual improvement with visible outcomes, including quarterly service improvement themes, reduction of top repeat issues, reduction in manual toil, improved self-service adoption, and clear ROI narratives for operational investments
• Manage vendors and financial stewardship for end-user services (where applicable), including performance management, contract accountability, cost transparency, and investment recommendations

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed