Sr Director, Service Desk & End User Experience

Flexential•Charlotte, NC

53d•Hybrid

About The Position

Reporting to the Chief Information Officer, the organization is seeking a strategic and results-oriented Senior Director of Service Desk & End-User Experience to lead its global IT support organization. This is a critical leadership role responsible for defining and executing a vision that scales the service delivery, elevates the end-user experience, and drives operational excellence. The ideal candidate will transform the support model from reactive to proactive, leveraging data-driven insights and automation to increase satisfaction and efficiency across the fast-growing organization.

Requirements

Bachelor's degree in Computer Science, Cybersecurity, Information Technology, Engineering, or related technical field
A Bachelor's degree in Information Technology, Computer Science, or a related field; a master's degree is a plus
10+ years of progressive experience in IT service delivery and support, with at least 5 years in a senior leadership role managing a large-scale, enterprise-level service desk
Proven experience scaling IT support operations in a high-growth, demanding environment
Expertise in IT service management (ITSM) frameworks, particularly ITIL
Deep understanding of end-user technologies, including endpoints, M365, and modern remote support tools
Exceptional analytical skills with the ability to leverage data to drive decisions and demonstrate the business value of IT support
Strong verbal and written communication skills, with the ability to effectively communicate complex technical topics to a variety of audiences, including executive leadership

Nice To Haves

Experience in a nationwide technology infrastructure space
A background in implementing large-scale support automation and self-service initiatives
A passion for technology and a track record of driving innovation in the end-user experience space.
Demonstrated ability to balance process-driven efficiency with a human-centric approach to support

Responsibilities

Strategic Leadership and Vision:
Develop and execute a multi-year strategy for end-user support and experience that aligns with Flexential's company goals. Define the future state of our service desk, incorporating advanced tools, processes, and technologies
Scalable Service Delivery:
Oversee all service desk operations, ensuring the delivery of timely, high-quality, and scalable support services for both internal employees and external customers. Build and mature a follow-the-sun support model to serve our nationwide data center footprint
Performance Management and Optimization:
Implement and manage a robust set of KPIs and user experience metrics (such as CSAT, NPS/eNPS, and task completion rates) to drive continuous improvement. Use data to identify systemic issues and prioritize preventative actions over reactive fixes
Process and technology adoption:
Champion the adoption of ITIL-based processes and modern service management technologies. Evaluate and implement new tools (e.g., AI-powered support, automation) to optimize operations and enhance the user journey
Stakeholder Engagement:
Establish and maintain strong relationships with senior leadership and other departments to ensure end-user support strategies are integrated with Flexential's North Star objectives
Customer experience advocacy:
Act as the voice of the user, using feedback and data to influence the design and functionality of internal and client-facing IT systems. Ensure that every user interaction reflects our company's commitment to exceptional service
Leadership Expectations:
Shape the Future
Lead a team of employee and contract infrastructure support professionals in establishing a forward-looking culture built on ownership, excellence, and customer-centricity that positions Flexential for long-term success
Inspire Others
Mentor and motivate support professionals across locations, creating an environment where team members are energized to deliver exceptional customer experiences and take pride in their technical expertise
Optimize Talent
Design and implement strategic career pathing frameworks that align individual strengths and aspirations with organizational needs, ensuring the right people are positioned for maximum impact
Foster Growth
Develop comprehensive technical training programs and individualized career development plans that build team capabilities and advance professionals toward their next level of contribution