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Director of IT End User Support

4 months ago

Houston, United States Elan Partners Full time

Title: Director of IT End User Support

Direct Hire Opportunity

Sorry, no sponsorship

Onsite in Houston, TX

Our client, a leading legal services company based in Houston, is looking for a Director of IT End User Support who has experience transitioning off an MSP to an internal team for Level 1 support, including desktop support, patching, and virus updates. The position will manage all support-related vendors, ensuring high-quality, customer-centric support services to end-users. The Director will collaborate with our India office and provide an overall strategy for end-user support services to our distributed workforce.

Requirements:

  • Bachelor's degree in information systems or related field preferred
  • 7+ years of hands-on experience in Information Technology.
  • 5+ years of experience leading IT end-user services teams.
  • Strong knowledge of IT service management (ITIL or similar frameworks).
  • Experience managing end-user services for a company with 600+ staff, distributed over at least three physical locations and a hybrid workforce.
  • Strong knowledge of Microsoft technologies, including Windows, Office 365, SharePoint, and Azure (experience with Microsoft Intune and Microsoft Defender for device management, patching, and virus definition updates is a plus).
  • Experience with SOC II compliance and auditing processes.
  • Experience conducting RFPs and negotiating contracts with vendors.
  • Ability to define and manage SLAs for internal and external stakeholders.
  • Experience developing and presenting reports on service levels and performance to executives and stakeholders.
  • Proven track record in developing processes and procedures, end-user training, change management, and communication-related to IT end-user services.
  • Demonstrated ability to lead and manage global teams, fostering cross-cultural communication and collaboration.

Preferred:

  • Certifications ITIL, HDI, or CompTIA are highly desirable.

Responsibilities:

  • Supervise the transition from an outsourced MSP to an internal Level 1 Support Center, collaborating with the India office to establish the team and tools needed.
  • Assist in shaping and implementing the IT strategy, ensuring IT end-user services align with overall business objectives.
  • Lead a team of desktop support technicians responsible for resolving end-user computing issues and managing the imaging and deployment of computers for new hires and replacements.
  • Work with the India office to shift desktop patching, support, and virus definition updates from MSP management to internal management using Microsoft's tools.
  • Partner with the Sr. Director of Infrastructure and Security to enhance the organization's patching and security toolsets.
  • Create a roadmap for upgrading from Windows 10 to Windows 11, focusing on the imaging process.
  • Oversee the transition from an MSP-hosted version of ServiceNow to an internally managed Jira for Service Management.
  • Establish and maintain SLAs for internal support teams, ensuring timely and consistent service and communication.
  • Ensure the Level 1 support center meets SLAs and reporting requirements, minimizing escalations.
  • Collaborate with other IT teams and business units to identify and implement new systems that support business functions and achieve ROI, revenue, profit, and cost-saving goals.
  • Develop and enforce policies and procedures for handling end-user issues, following industry best practices such as ITIL.
  • Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of IT end-user services, such as customer satisfaction scores, first-call resolution rates, and ticket closure rates, and implement continuous improvements based on these metrics.
  • Oversee the budget for IT end-user services, including forecasting, allocation, and optimization.
  • Manage IT support-related contracts and process monthly billing statements to ensure compliance with corporate standards and policies.
  • Plan and execute change management initiatives for IT end-user services, minimizing disruptions to business operations.
  • Ensure IT end-user services follow security best practices and comply with relevant industry regulations and standards, such as SOC II compliance.
  • Demonstrate proficiency in Microsoft technologies for end-user support and management, including Windows, Office 365, SharePoint, and Azure.
  • Support external clients through the Client Portal, ensuring high customer satisfaction levels.
  • Create reports on service levels and performance for presentation to executives and stakeholders.
  • Develop and maintain processes and procedures, as well as end-user training, change management, and communication related to IT end-user services.