Director, End User Services

Corient•Chicago, TX

3d•$145,000 - $170,000•Onsite

About The Position

Join a team that values your ambition and empowers your growth At Corient, we help high- and ultra-high-net-worth individuals and families to enjoy a full life, while enabling them to preserve their wealth for future generations, and provide for the people, causes and communities they care about. We focus on exceeding expectations, simplifying lives, and establishing legacies that last for generations. We are always looking for talented and motivated individuals to join our team. If you want to work for a company that values your contributions and supports your growth, we would like to meet you. Responsibilities People Leadership & Team Management Lead, coach and develop a team of Deskside Support Engineers, including performance management, career development and succession planning. Set clear expectations, service standards, and accountability for end user, AV and VIP support. Foster a culture of ownership, professionalism, and white-glove customer service. Service Delivery Own the end-to-end delivery of deskside, AV and Executive support services. Ensure a consistent, high-touch support experience for senior leaders and business-critical users. Serve as an escalation point for executive and high-impact incidents. Define, measure, and continuously improve SLAs, KPIs and customer satisfaction metrics. Audio Visual Support Oversee support for conference rooms, meeting spaces and collaboration technologies. Ensure reliable operation of AV systems, including video conferencing and hybrid meeting solutions. Establish AV standards, support models and preventive maintenance practices. Partner with Facilities/Real Estate and vendors to plan, deploy and upgrade AV technologies. IT Service Management Oversee ITSM processes including incident, request, problem, and change management Ensure alignment with ITIL best practices and organizational governance. Drive root cause analysis and continuous service improvement initiatives. Optimize the use of an ITSM platform such as ServiceNow, Jira Service Management or HaloITSM to manage workflows, reporting and automation. Partner with other IT teams to ensure effective tool configuration, adoption and data quality. Hardware Asset Management Own the full lifecycle management of end user hardware assets (procurement, deployment, refresh and disposal). Ensure accurate asset tracking, compliance and cost control. Define hardware standards and refresh strategies to support productivity and security. Optimize asset utilization and vendor relationships. Strategy and Continuous Improvement Assist in the development and execution of the end user services strategy and roadmap Identify opportunities to improve efficiency, automation and the overall employee technology experience. Report on service performance, trends, and improvement initiatives to IT leadership.

Requirements

A bachelor’s degree in information technology, Computer Science, or a closely related discipline is required.
10+ years of experience in end user support, desktop services or IT operations.
7+ years of people management, leading technical support teams.
Demonstrated experience delivering VIP or executive-level support.
Strong experience with IT service management (ITIL preferred).
Hands-on experience using and administering ITSM tools such as ServiceNow, Jira Service Management or HaloITSM.
Proven experience managing service delivery metrics such as SLAs, KPIs and customer satisfaction.
Excellent leadership, communication and stakeholder management skills.
Experience in financial services or regulated industries is preferred.

Nice To Haves

ITIL certification (Foundation or higher)
Experience supporting enterprise collaboration platforms (e.g. Microsoft Teams, Zoom)
Experience leading multi-site or enterprise-scale support teams.
Experience implementing or significantly improving ITSM platforms.

Responsibilities

People Leadership & Team Management Lead, coach and develop a team of Deskside Support Engineers, including performance management, career development and succession planning.
Set clear expectations, service standards, and accountability for end user, AV and VIP support.
Foster a culture of ownership, professionalism, and white-glove customer service.
Service Delivery Own the end-to-end delivery of deskside, AV and Executive support services.
Ensure a consistent, high-touch support experience for senior leaders and business-critical users.
Serve as an escalation point for executive and high-impact incidents.
Define, measure, and continuously improve SLAs, KPIs and customer satisfaction metrics.
Audio Visual Support Oversee support for conference rooms, meeting spaces and collaboration technologies.
Ensure reliable operation of AV systems, including video conferencing and hybrid meeting solutions.
Establish AV standards, support models and preventive maintenance practices.
Partner with Facilities/Real Estate and vendors to plan, deploy and upgrade AV technologies.
IT Service Management Oversee ITSM processes including incident, request, problem, and change management Ensure alignment with ITIL best practices and organizational governance.
Drive root cause analysis and continuous service improvement initiatives.
Optimize the use of an ITSM platform such as ServiceNow, Jira Service Management or HaloITSM to manage workflows, reporting and automation.
Partner with other IT teams to ensure effective tool configuration, adoption and data quality.
Hardware Asset Management Own the full lifecycle management of end user hardware assets (procurement, deployment, refresh and disposal).
Ensure accurate asset tracking, compliance and cost control.
Define hardware standards and refresh strategies to support productivity and security.
Optimize asset utilization and vendor relationships.
Strategy and Continuous Improvement Assist in the development and execution of the end user services strategy and roadmap Identify opportunities to improve efficiency, automation and the overall employee technology experience.
Report on service performance, trends, and improvement initiatives to IT leadership.