Director of Enterprise Service

LMCU•Raleigh, NC

1d•Hybrid

About The Position

The Director of Enterprise Service provides strategic and operational leadership for all enterprise technology support functions, including Service Desk, End User Computing, IT Asset Management (ITAM), Field Services, and Unified Communications. This role ensures the delivery of reliable, customer-focused IT services through IT Service Management (ITSM), best practices, ServiceNow process enablement, and Agile ways of working that support business objectives and enhance employee experience.

Requirements

Minimum of five to eight years of similar or related experience.
Exceptional understanding of enterprise technology architecture, devices, operating systems, and software.
Strong project management skills, with the ability to prioritize and manage multiple projects concurrently.
Excellent leadership and communication skills, with the ability to influence and collaborate effectively at all levels of the organization.

Responsibilities

Develop and execute the strategy, roadmap, and operating model for enterprise technology support services, ensuring alignment with organizational goals, ITSM frameworks (ITIL), and Agile/SCRUM principles.
Lead, mentor, and develop managers and senior technical staff, fostering a collaborative, inclusive, and continuously improving culture focused on service excellence and accountability.
Oversee Service Desk, End User Computing, Field services, Unified Communications, and IT Asset Management operations, ensuring consistent service delivery, SLA attainment, KPI reporting, and high customer satisfaction.
Provide leadership and operational oversight for ServiceNow-enabled ITSM processes, including incident, request, problem, change, asset, and knowledge management, driving process maturity and automation.
Manage the full lifecycle of IT assets and support technologies, including procurement, deployment, inventory, vendor management, budgeting, and contract oversight to ensure cost-effective outcomes.
Embed Agile/SCRUM practices within technology support teams by supporting sprint planning, backlog prioritization, retrospectives, and continuous improvement initiatives.