What are the responsibilities and job description for the Director End User Support position at Daley And Associates, LLC?
Director, End User Support (Remote)
An organization is seeking an experienced Director of End User Support to lead and evolve its IT support function. This role focuses on delivering a seamless user experience, improving operational performance, and leveraging automation and emerging technologies to enhance service delivery.
The position oversees support operations across multiple tiers and plays a key role in building scalable, efficient processes within a dynamic, fast-paced environment.
Key Responsibilities- Provide leadership across end-user support functions, including service desk and multi-tier technical support
- Ensure consistent, high-quality service delivery through defined performance metrics and governance practices
- Develop and refine IT service management processes, including incident, request, problem, and change workflows
- Promote a user-focused support model aimed at improving satisfaction and overall experience
- Track and improve key performance indicators such as resolution times, service levels, and user feedback
- Implement standardized tools and processes to support scalability and consistency
- Foster a culture centered on accountability, service quality, and continuous improvement
- Oversee escalation handling to ensure timely resolution of critical issues
- Collaborate with internal technology teams to align support with broader IT initiatives
- Maintain compliance with internal policies, security standards, and audit requirements
- Drive effective knowledge management practices and documentation standards
- Enhance employee onboarding and offboarding processes in partnership with relevant teams
- Support access management processes and ensure appropriate controls are in place
- Report on operational performance and service metrics to leadership
- Manage external vendors and support partners to ensure quality and efficiency
- Introduce and expand automation, self-service capabilities, and AI-driven solutions
- Oversee device and endpoint management, including provisioning, maintenance, and compliance
- Extensive experience leading end-user or desktop support teams
- Demonstrated success in improving service delivery models, processes, and team performance
- Strong technical background in enterprise desktop environments and directory services
- Experience working with IT service management platforms
- Proven ability to lead distributed or global teams
- Strong problem-solving capabilities and ability to operate in high-demand environments
- Excellent communication skills with the ability to work across technical and non-technical stakeholders
- Skilled in managing challenging user interactions and building strong working relationships
- Competitive compensation with performance-based incentives
- Comprehensive health and wellness benefits
- Retirement savings support and additional employer-sponsored benefits
- Generous paid time off and flexible scheduling options
- Opportunities for professional development and continued learning
- Flexible work arrangements, including remote options
- A collaborative and growth-oriented work environment