Client Services Director

Client Services Director/ User Support Services /Transportation, Hospitality

Location: Onsite/ Parsippany, NJ 5 days a week

Interview: Video

Duration: Long-Term

We need: Senior level (10+ years) experienced Client Services Director to lead and manage all aspects of End User Support Services across the organization. This role will oversee Field Services, Deskside Support at Corporate Headquarters, Airport Operations IT Support, and Local Market Support across North America. Candidate must have 10+ years of experience in IT support services, with at least 5 years in a leadership or director-level role managing distributed support operations

Job Description:

seeking a dynamic and experienced Client Services Director to lead and manage all aspects of End User Support Services across the organization. This role will oversee Field Services, Deskside Support at Corporate Headquarters, Airport Operations IT Support, and Local Market Support across North America.

The ideal candidate is a strategic thinker with strong leadership skills, deep technical knowledge of end-user support technologies, and a proven track record of building and managing high-performing support teams in a geographically distributed environment.

Key Responsibilities:

• Provide strategic leadership and day-to-day management of all End User Support operations, including:
• Deskside support at corporate offices
• Field services for remote offices and branches
• Airport IT support for frontline operations
• Local market support across U.S. and Canada
• Lead and develop a team of support professionals and vendor partners to ensure high-quality, timely, and efficient IT support for all end users.
• Define and implement best practices, SLAs, KPIs, and performance metrics to continually improve user satisfaction and service delivery.
• Collaborate closely with business and IT stakeholders to align support strategies with organizational goals and ensure the successful rollout of new hardware, software, and technology tools.
• Partner with procurement and asset management teams to oversee the lifecycle of end-user devices, including laptops, desktops, mobile devices, printers, and peripherals.
• Manage support ticket escalation processes through ITSM platforms (e.g., ServiceNow), and ensure root cause analysis and problem management are consistently applied.
• Oversee vendor relationships related to onsite and remote support resources, ensuring performance expectations and service levels are met or exceeded.
• Drive standardization, automation, and continuous improvement across all support functions.
• Serve as the escalation point for executive and high-priority end-user support issues.

Qualifications:

• 10+ years of experience in IT support services, with at least 5 years in a leadership or director-level role managing distributed support operations.
• Proven experience overseeing large-scale End User Support environments, ideally in a multi-location or logistics-focused organization (e.g., retail, transportation, hospitality, etc.).
• Strong understanding of ITIL framework, with experience in incident, request, and problem management processes.
• Familiarity with ITSM platforms (e.g., ServiceNow) and enterprise endpoint management tools.
• Excellent leadership, organizational, and communication skills with a customer-first mindset.
• Experience managing third-party vendors and support contracts.
• Ability to thrive in a fast-paced environment with strong problem-solving skills and attention to detail.
• Bachelor s degree in Information Technology, Computer Science, Business, or related field (Master s preferred).

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