Global Head of End User Technology

On-site, Stamford, CT

The Global Head of End User Technology is accountable for the strategy, delivery, and continuous improvement of all end-user-facing Infrastructure & Operations capabilities across the enterprise. This leader oversees the teams and technologies that directly shape the day-to-day employee technology experience, including Client Services/Desktop Support, offshore Help Desk, Application Support (end-user productivity and workplace applications), and Endpoint Engineering. The ideal candidate blends strong people leadership and operational excellence with a hands-on technical foundation.

Key Responsibilities

Strategy, Leadership & Governance

• Define and execute the global end user technology roadmap aligned to business needs, security requirements, and user experience outcomes.
• Lead and develop a multi-discipline organization spanning service desk, deskside support, endpoint engineering, command center operations, and end-user application support.
• Establish clear operating models, global standards, and governance for end user support and endpoint lifecycle management.
• Own end user technology policies, procedures, knowledge management standards, and service catalog definitions.
  
  

Service Delivery & Operations

• Ensure high-quality, consistent support across regions with a focus on first-contact resolution, reduced time-to-restore, and excellent end user satisfaction.
• Oversee incident, request, problem, and major incident processes for end-user-facing services, including escalation paths and communications.
• Run a Command Center function to proactively monitor end user service health, detect issues early, and coordinate rapid response.
• Drive operational rigor through SLAs/OLAs, KPIs, trend analysis, and continuous improvement programs.
  
  

Endpoint Engineering & Modern Workplace

• Oversee endpoint engineering strategy and execution across Windows desktops/laptops and iOS mobile devices, including provisioning, configuration, patching, compliance, and software distribution.
• Steer modernization initiatives (cloud-first endpoint management, automation/self-service, standardized builds, improved device performance and reliability).
• Partner with Security, Architecture, and Identity teams to ensure secure-by-default endpoint and device management practices.
  
  

Application & Productivity Support (End User-Facing)

• Oversee support for productivity and workplace collaboration platforms and core end-user applications, ensuring stability, performance, and user adoption.
• Drive effective release/change readiness, including communication, training, knowledge articles, and hyper care where appropriate.
  
  

Stakeholder & Vendor Management

• Act as the primary senior stakeholder for end user technology, engaging business leaders to understand needs, prioritize investments, and manage expectations.
• Manage vendor relationships and contracts for end user tools and services; ensure service providers meet performance and quality standards.
• Own budget planning, cost optimization for end user tech and support operations.
  
  

Required Experience & Qualifications

• Experience leading global end user technology / EUC / workplace technology organizations, including service desk and endpoint engineering functions.
• Strong leadership capability across geographically distributed teams and mixed delivery models (in-house and/or outsourced).
• Demonstrated success improving end user experience metrics while maintaining operational control, security, and cost discipline.
• Proven ability to operate at both strategic and hands-on levels (e.g., guidance on architecture/standards as well as deep troubleshooting when needed).
  
  

Required Technical Skills (Hands-On Familiarity)

• Microsoft Intune (endpoint and mobile device management, compliance, configuration profiles, app deployment)
• SCCM / MECM (software distribution, patching, imaging/task sequences, reporting—where applicable)
• Active Directory (user/computer management, group policy concepts, join/hybrid considerations)
• Windows Desktop/Endpoint administration and troubleshooting (Windows 11 )
• iOS Mobile Device Management (enrollment models, policies, app deployment, troubleshooting via Apple Business Manager InTune)
• Microsoft 365 (core services and administration concepts impacting end users)
• Ticketing/ITSM platforms (strong preference for ServiceNow), including reporting and workflow design
  
  

Preferred Skills

• Experience implementing or maturing a Command Center / NOC model for end-user services (monitoring, alerting, major incident coordination).
• Strong automation mindset (PowerShell, IaC or similar), self-service enablement, and endpoint standardization.
• Experience with endpoint security and compliance concepts (device posture, conditional access implications, vulnerability/patch hygiene) in partnership with Security teams.
• Data-driven service management (CSAT, NPS-style feedback, SLA attainment, backlog health, and root-cause reduction).
  
  

Core Competencies

• Customer-centric mindset with measurable end user experience improvements
• Executive communication and stakeholder management
• Operational excellence and process discipline (ITIL-aligned practices)
  
  

Success Measures (Examples)

• Improved end user satisfaction (CSAT) and reduced repeat incidents
• Higher first-contact resolution and shorter time-to-restore for priority issues
• Reduced endpoint-related outages and improved device performance/stability
• Increased standardization and automation (fewer manual touches, faster provisioning)
• Consistent global service levels with transparent reporting and continuous improvement