Director, End User Services, Chicago

Director, End User Services

New Yesterday

The hiring range for this role is: 162,996.28 - 244,494.42 This is the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the hiring range andthis hiringrange may also be modified in the future. A candidate’s position within the hiring range may be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs. This job is also eligible for pay. We offer a comprehensive package of benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. This role leads the service management team, overseeing end user support and technology engineering. It provides strategic direction for all service management activities, driving improvements to enhance user satisfaction and optimize service management practices, tools, and platforms. Responsibilities include managing agreements with Managed Services vendors, ensuring SLA compliance, and acting as the IT Service Management tool product owner. This role is also responsible for hiring, training, and developing staff, fostering an inclusive and innovative work environment. Develop and implement the strategic vision for End User Services, lead and mentor the IT team, and align technology initiatives with organizational goals. 30%

Oversee end user support services, ensure timely resolution of incidents and service requests, and manage service level agreements (SLAs) and key performance indicators (KPIs). 30%

Manage the lifecycle of end user technologies, recommend new technologies to enhance user experience, and ensure compliance with security policies. 20%

Develop and manage the budget for End User Services and optimize resource allocation to meet service demands. 10%

Build and maintain relationships with key stakeholders and communicate effectively to understand their needs and ensure service alignment. 10%

Job Overview: This role leads the service management team, overseeing end user support and technology engineering. It provides strategic direction for all service management activities, driving improvements to enhance user satisfaction and optimize service management practices, tools, and platforms. Responsibilities include managing agreements with Managed Services vendors, ensuring SLA compliance, and acting as the IT Service Management tool product owner. This role is also responsible for hiring, training, and developing staff, fostering an inclusive and innovative work environment.

Essential Functions Develop and implement the strategic vision for End User Services, lead and mentor the IT team, and align technology initiatives with organizational goals.

Oversee end user support services, ensure timely resolution of incidents and service requests, and manage service level agreements (SLAs) and key performance indicators (KPIs).

Manage the lifecycle of end user technologies, recommend new technologies to enhance user experience, and ensure compliance with security policies.

Develop and manage the budget for End User Services and optimize resource allocation to meet service demands.

Build and maintain relationships with key stakeholders and communicate effectively to understand their needs and ensure service alignment.

Qualifications Education

Preferred Bachelor's Degree or equivalent work experience

Preferred Master's Degree

Experience

10+ Years Experience in IT Required

Knowledge Skills and Abilities

Strong knowledge of business environment, system architecture, and end user technology.

Ability to develop and maintain business relationships and provide value-added services.

Excellent problem-solving, leadership, and communication skills. Understanding of public and/or private cloud services.

Extra Posting information: Minimum ten years in IT

Seven years in management of enterprise IT functions.

Five years as ServiceNow ITSM product owner.

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Location:: Chicago

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