Job DescriptionDirector, End User Services (AI Automation & Service Optimization) Overview We are seeking a forward-thinking Director of End User Services to lead the transformation of our end user support ecosystem. This role will drive the adoption of AI-powered automation, elevate break/fix performance, streamline access and service request processes, and modernize asset management and inventory control.
You will combine operational excellence with innovation-leveraging data, automation, and user-centric design to deliver a seamless, scalable end user experience.
Director, End User Services Key Responsibilities AI & Automation Strategy - Define and execute a roadmap for AI-driven automation across End User Services (e.g., virtual agents, self-healing, workflow automation).
- Identify high-volume, repeatable processes and implement automation to reduce manual effort and resolution time.
- Partner with IT, Security, and Business teams to integrate AI solutions into service delivery platforms (e.g., ServiceNow, endpoint tools).
- Establish metrics to measure automation effectiveness (deflection rates, MTTR reduction, user satisfaction).
Break/Fix Excellence - Lead global end user support operations to improve incident response and resolution times.
- Implement proactive and predictive support models (e.g., monitoring, self-remediation).
- Drive root cause analysis (RCA) discipline to eliminate recurring issues.
- Establish SLAs/XLAs focused on both performance and user experience.
Access & Service Request Optimization - Oversee and improve identity, access, and request fulfillment processes.
- Streamline workflows to reduce cycle time and improve transparency.
- Champion self-service capabilities and knowledge management to reduce ticket volume.
- Ensure compliance with security and audit requirements.
Asset Management & Inventory Control - Develop and maintain a robust IT asset lifecycle management program (procurement through disposal).
- Implement accurate, real-time inventory tracking and reconciliation processes.
- Optimize hardware/software utilization and cost management.
- Ensure compliance with financial, security, and regulatory standards.
- User Experience & Continuous Improvement
- Establish a user-centric service model with measurable satisfaction (CSAT, NPS, XLAs).
- Analyze service data to identify trends and improvement opportunities.
- Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.
Leadership & Collaboration - Build and lead high-performing global teams across service desk, desktop support, and endpoint services.
- Collaborate with Infrastructure, Security, HR, and Business Units to align services with business needs.
- Manage vendor relationships and outsourced service providers.
- Develop talent and foster a culture of innovation and accountability.
Director, End User Services Qualifications - Bachelor degree in Information Technology, Business, or related field (Masters preferred).
- 10+ years of experience in IT End User Services or IT Operations, with at least 5 years in leadership.
- Proven experience implementing AI/automation in IT support environments.
- Strong knowledge of:
- ITIL / ITSM frameworks
- Endpoint management (e.g., Intune, SCCM, Jamf)
- Service management platforms (e.g., ServiceNow)
- Identity & Access Management (IAM)
- Demonstrated success improving break/fix performance, request fulfillment, and asset management.
- Experience managing global teams and third-party vendors.
Key Skills - Strategic thinking with hands-on execution ability
- Data-driven decision making
- Process optimization and automation mindset
- Strong leadership and stakeholder management
- Excellent communication and change management skills
Success Metrics - Reduction in Mean Time to Resolve (MTTR)
- Increased automation/deflection rates
- Improved CSAT/NPS scores
- Reduction in ticket volume through self-service
- Asset accuracy and lifecycle compliance
- Faster access/request fulfillment times
3 Director, End User Services 0-60-90 Day Plan (High-Impact) First 30 Days - Diagnose, Triage, Act Objective: Establish control, deliver quick wins, and expose gaps. - Stand up a daily operations cadence (incident review, backlog burn-down, SLA tracking).
- Baseline and publish core metrics:
- MTTR, First Contact Resolution (FCR), ticket volume drivers, request cycle times, asset accuracy.
- Identify and eliminate top 5 ticket drivers (knowledge gaps, repeat incidents, misrouted requests).
- Launch immediate automation quick wins:
- Password resets, common access requests, software installs.
- Audit and correct critical asset inventory discrepancies (focus on high-risk / high-value assets).
- Map current access/request workflows and remove obvious approval bottlenecks.
- Establish executive visibility (weekly dashboard + risks + actions).
Deliverables: - Live performance dashboard
- Top issues + remediation plan
- First automation use cases in production
- Stabilized service desk operations
Days 31-60 - Build, Standardize, Prove Value Objective: Shift from reactive to structured, repeatable execution. - Deploy AI-enabled capabilities:
- Virtual agent for Tier 0 support
- Automated ticket routing and triage
- Self-healing for common endpoint issues
- Reduce ticket volume by targeting 15-25% deflection through:
- Self-service expansion
- Knowledge base overhaul (top 20 issues)
- Implement RCA discipline for recurring incidents with enforced ownership.
- Redesign service catalog and request workflows:
- Standardize, simplify, and automate fulfillment
- Establish asset lifecycle controls:
- Intake? deployment? refresh? disposal tracking
- Monthly reconciliation cadence
- Introduce XLAs (experience metrics) alongside SLAs.
Deliverables: - Measurable reduction in ticket volume and MTTR
- AI/automation actively handling real workloads
- Standardized, faster request fulfillment
- Asset visibility improved with audit-ready tracking
Days 61-90 - Scale, Optimize, Institutionalize Objective: Lock in gains and scale transformation across the enterprise. - Expand automation to end-to-end workflows:
- Joiner/mover/leaver (JML) processes
- Role-based access provisioning
- Achieve sustained improvements:
- MTTR reduction (target 20-30%)
- Increased FCR
- Noticeable CSAT/NPS lift
- Operationalize a productivity model:
- Shift-left strategy fully in motion
- Tier 1 handling majority of volume via automation/self-service
- Implement cost and efficiency controls:
- Optimize hardware/software utilization
- Reduce redundant tools/licenses
- Formalize governance and operating model:
- KPIs, ownership, vendor accountability
- Continuous improvement pipeline
- Present executive roadmap (6-12 months) with ROI tied to automation and efficiency gains.
Deliverables: - Scaled automation with measurable ROI
- Faster, simpler access and request experience
- Fully governed asset management program
- Clear forward roadmap aligned to business outcomes
90-Day Impact Snapshot
- 20-30% reduction in MTTR
- 15-30% ticket deflection via automation/self-service
- Significant improvement in request turnaround times
- Instill confidence in asset inventory accuracy
- Visible shift from reactive support? intelligent, proactive service
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Technical RecruiterI'm happy to connect with you on your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.
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