Senior Director, End User Support

The New York Times•New York, NY

3d•$200,000 - $250,000•Hybrid

About The Position

The Senior Director, End User Support is responsible for leading a global organization that delivers best-in-class technology support and services to New York Times employees and contractors. This role oversees all aspects of end user support, including help desk, technical support, executive support, and related service delivery functions, with a strong focus on IT service management, operational excellence, and strategic transformation. The Senior Director is accountable for evolving the standards, productivity, and customer experience of the department, driving automation and self-service, and partnering with technology and business stakeholders to ensure reliable, secure, and modern end user capabilities. This is a hybrid role based in our New York City headquarters, reporting to the Vice President, IT Operations. You can typically expect to be in the office 3+ days/week.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent relevant experience.
8+ years of experience in technology support, infrastructure, or related IT functions, with progressively increasing responsibility.
5+ years of management experience leading technical support, help desk, or end user support teams, including multi-level leadership (managers and individual contributors).
Demonstrated experience owning and operating IT Service Management processes (incident, problem, change, request, and knowledge), ideally with an enterprise ITSM platform such as ServiceNow.
Proven track record in running large-scale service operations with measurable SLAs and KPIs, and using data to drive continuous improvement.
Experience managing budgets, including forecasting, cost optimization, and vendor management.
Strong project and program management skills; ability to lead complex, cross-functional initiatives.
Excellent troubleshooting, analytical, and creative problem-solving skills
Experience communicating with IT personnel and business users at all levels, including executive leadership.
Experience operating in a hybrid/remote environment and supporting geographically distributed teams.

Nice To Haves

Experience leading global end user support organizations, including international offices and remote/hybrid workers.
Formal ITIL/ITSM certification or equivalent practical expertise.
Hands-on familiarity with ServiceNow or similar ITSM tools, and modern endpoint management platforms (e.g., Jamf, Intune, other MDM/EDR tools).
Experience driving transformation initiatives such as self-service portals, virtual agents/AI, knowledge-centered support, or major tooling migrations.
Experience working in a unionized environment or with collective bargaining agreements (where applicable).
Background in media, publishing, or similar environments.

Responsibilities

Lead a global End User Support organization that includes Help Desk, Technical Support Specialists, Executive Support, and related teams supporting office, hybrid, and remote employees.
Own day-to-day operations for end user support, ensuring high availability, responsiveness, and quality of service across all time zones.
Implement, enforce, and enhance the IT Service Management (ITSM) framework (incident, request, problem, change, and knowledge) to drive consistent, repeatable service.
Define, track, and report on key performance indicators and SLAs for end user support; use data to drive continuous improvement.
Establish and maintain clear escalation paths and communication channels for major incidents and executive-impacting issues.
Develop and maintain a thorough understanding of business needs and workflows to ensure end user support offerings align with organizational priorities.
Partner closely with other technology teams (Enterprise Applications, Security, Product/Engineering, Newsroom) to provide integrated, end-to-end support for users.
Manage relationships with other business units to define support expectations, coverage models, and service levels.
Define and maintain policies, standards, and procedures for end user support, including documentation, runbooks, and knowledge base content.
Ensure compliance with security, privacy, and compliance requirements in collaboration with Information Security and other governance functions.
Develop and execute a multi-year roadmap for modernizing end user support, including digital workplace capabilities, automation, and self-service.
Champion opportunities to leverage AI, automation, and analytics (e.g., virtual agents, automated workflows, proactive monitoring) to reduce friction and improve user experience.
Evaluate emerging technologies and industry best practices; recommend and implement improvements to keep the environment current and competitive.
Lead or co-lead cross-functional initiatives that improve enterprise productivity and employee experience, especially where end user support are a critical enabler.
Manage, mentor, and develop a diverse, global team of managers and individual contributors across help desk, technical support, executive support, and related functions.
Set clear goals and expectations for the department; provide regular feedback, coaching, and performance reviews.
Build a strong, inclusive culture that emphasizes customer focus, accountability, and continuous improvement.
Partner with HR and leadership to support workforce planning, succession planning, and career development pathways within the End User Support organization.
Foster strong relationships with union and non-union staff and ensure consistent application of company policies and collective bargaining agreements.
Develop and manage the annual budget computer hardware purchases, ensuring alignment with strategic priorities and cost-effectiveness.
Evaluate and manage third-party service providers and vendors that support end user support, including contract negotiations, SLAs, and ongoing performance reviews.
Identify opportunities for cost optimization through process improvements, tooling changes, and sourcing strategies without compromising service quality.
Collaborate on global and local IT-related projects to ensure end user requirements are represented and effectively delivered.
Contribute to business continuity and disaster recovery planning for end user support, including remote work readiness and site-specific contingencies.
Proactively identify operational risks (e.g., single points of failure, skills gaps, process weaknesses) and implement mitigation strategies.
Ensure adherence to security policies, access controls, and regulatory obligations in partnership with Information Security and Legal.
Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.