End User IT Director

Coastal•Madison, MS

About The Position

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation. At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast-moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you. The End User IT Director is the hands-on owner of the corporate end user experience, the champion of employee productivity services, and a strategic partner in enabling a modern digital workplace. This role leads the team responsible for the IT Help Desk and end user support functions while overseeing the roadmap, design, operations, and continuous improvement of company-wide services that employees rely on every day. We are looking for a strong people leader with broad experience across endpoint management, collaboration platforms, onboarding and offboarding processes, asset lifecycle operations, and virtual desktop environments. This individual will combine service excellence, operational discipline, and technical depth to deliver secure, scalable, and user-centric IT services across Coastal Community Bank.

Requirements

Strong leadership and team management skills with the ability to build trust, drive accountability, and develop high-performing support teams.
Deep knowledge of end user support operations, service desk management, endpoint administration, and employee-facing IT services.
Strong hands-on knowledge of Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and related productivity technologies.
Experience supporting enterprise collaboration platforms such as Microsoft Teams and Slack.
Strong expertise managing Windows and macOS endpoint environments in a corporate setting using MDM platforms such as Intune and Jamf.
Exceptional problem-solving, critical-thinking, and decision-making skills.
Prior experience in a regulated environment (e.g. finance, healthcare) with exposure to NIST, ISO, or similar frameworks.
Knowledgeable in secure architecture, risk management, change control, and audit response processes.
Strong communication skills: ability to interface with business stakeholders, support teams, security groups, and potentially with regulators.
Proficiency with modern IT service management (ITSM) platforms (e.g., ServiceNow, Jira Service Management) and ticketing systems.
Familiarity with scripting or automation tools (e.g., PowerShell, Python) to streamline IT processes.
Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
10-12 years of progressive experience in IT support, endpoint management, digital workplace, or infrastructure operations.
3+ years of people management experience leading help desk, desktop support, or end user services teams.

Responsibilities

Lead and develop the End User Services function, including the IT Help Desk and related support operations, fostering a culture of responsiveness, accountability, continuous improvement, and excellent customer service.
Own the overall end user technology experience across the enterprise, with accountability for service quality, support processes, user satisfaction, knowledge management, and service delivery performance.
Establish and monitor KPIs, SLAs, operational metrics, and reporting to drive performance, identify trends, and improve support outcomes.
Develop team capabilities through coaching, training, career development, and clear performance expectations.
Ensure prompt and effective response to employee technical issues, escalations, and service requests while maintaining a high standard of professionalism and communication.
Oversee end-to-end onboarding and offboarding processes, ensuring timely provisioning, deprovisioning, access coordination, equipment readiness, and a seamless personnel experience.
Lead physical endpoint asset processes including shipping, receiving, imaging, reimaging, wiping, storage, recovery, repair coordination, refresh planning, and other logistics.
Own asset management processes for end user hardware and related inventory, ensuring accurate tracking, reporting, lifecycle planning, and policy compliance.
Drive standardization and automation of employee lifecycle workflows to improve speed, consistency, control, and auditability.
Manage the administration, support, and continuous improvement of core productivity services, including email, document collaboration, and messaging.
Develop service roadmaps for productivity and communication platforms, balancing user experience, security, scalability, and operational efficiency.
Collaborate with infrastructure, security, identity, and compliance teams to ensure services are configured and operated according to enterprise standards and regulatory requirements.
Lead endpoint lifecycle management for corporate Mac and Windows environments, including provisioning, configuration, patching, software deployment, compliance, and retirement.
Oversee endpoint management platforms and mobile device management solutions, including Intune and Jamf, to ensure secure, reliable, and well-governed device administration.
Manage application packaging and deployment processes, ensuring software delivery is standardized, tested, documented, and aligned with business needs.
Establish and maintain endpoint standards, baselines, and support procedures to improve stability, security, and user experience.
Develop, document, and enforce operational procedures, support standards, and best practices across end user services.
Identify opportunities to streamline support processes, reduce manual effort, and improve employee experience through automation, self-service, and service design improvements.
Partner closely with Information Security, Infrastructure, HR, Facilities, and business teams to coordinate employee technology services and lifecycle processes.
Manage vendors, renewals, licensing, and service performance for owned tools and platforms, ensuring contract value and operational outcomes.
Build and maintain a roadmap for end-user services, including automation, self-service, and experience improvements.
Identify and execute initiatives that reduce manual toil, improve employee experience, and increase operational resilience.

Benefits

Medical Coverage: Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.
Health Savings Account (HSA): Available with eligible medical plans, offering tax advantages and employer contributions.
Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses to help you save on out-of-pocket costs.
Dental and Vision Insurance: Plans to keep you and your family smiling and seeing clearly.
Life Insurance: Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.
Long-Term /Short-Term Disability (LTD): Income protection in the event of a long-term illness or injury.
Supplemental Benefits: Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage to provide extra financial support when you need it most.
401(k) Retirement Plan: A competitive retirement savings plan with company matching to help you plan for the future.
Paid Time Off: Generous vacation and sick leave policies to support your time away from work.
Holidays: Enjoy 11 paid holidays throughout the year.