Director, End User Services (AI Automation & Service Optimization)
Overview
We are seeking a forward-thinking Director of End User Services to lead the transformation of our end user support ecosystem. This role will drive the adoption of AI-powered automation, elevate break/fix performance, streamline access and service request processes, and modernize asset management and inventory control.
You will combine operational excellence with innovation—leveraging data, automation, and user-centric design to deliver a seamless, scalable end user experience.
Director, End User Services Key Responsibilities
AI & Automation Strategy
- Define and execute a roadmap for AI-driven automation across End User Services (e.g., virtual agents, self-healing, workflow automation).
- Identify high-volume, repeatable processes and implement automation to reduce manual effort and resolution time.
- Partner with IT, Security, and Business teams to integrate AI solutions into service delivery platforms (e.g., ServiceNow, endpoint tools).
- Establish metrics to measure automation effectiveness (deflection rates, MTTR reduction, user satisfaction).
Break/Fix Excellence
- Lead global end user support operations to improve incident response and resolution times.
- Implement proactive and predictive support models (e.g., monitoring, self-remediation).
- Drive root cause analysis (RCA) discipline to eliminate recurring issues.
- Establish SLAs/XLAs focused on both performance and user experience.
Access & Service Request Optimization
- Oversee and improve identity, access, and request fulfillment processes.
- Streamline workflows to reduce cycle time and improve transparency.
- Champion self-service capabilities and knowledge management to reduce ticket volume.
- Ensure compliance with security and audit requirements.
Asset Management & Inventory Control
- Develop and maintain a robust IT asset lifecycle management program (procurement through disposal).
- Implement accurate, real-time inventory tracking and reconciliation processes.
- Optimize hardware/software utilization and cost management.
- Ensure compliance with financial, security, and regulatory standards.
- User Experience & Continuous Improvement
- Establish a user-centric service model with measurable satisfaction (CSAT, NPS, XLAs).
- Analyze service data to identify trends and improvement opportunities.
- Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.
Leadership & Collaboration
- Build and lead high-performing global teams across service desk, desktop support, and endpoint services.
- Collaborate with Infrastructure, Security, HR, and Business Units to align services with business needs.
- Manage vendor relationships and outsourced service providers.
- Develop talent and foster a culture of innovation and accountability.
Director, End User Services Qualifications
- Bachelor degree in Information Technology, Business, or related field (Masters preferred).
- 10+ years of experience in IT End User Services or IT Operations, with at least 5 years in leadership.
- Proven experience implementing AI/automation in IT support environments.
- Strong knowledge of:
- ITIL / ITSM frameworks
- Endpoint management (e.g., Intune, SCCM, Jamf)
- Service management platforms (e.g., ServiceNow)
- Identity & Access Management (IAM)
- Demonstrated success improving break/fix performance, request fulfillment, and asset management.
- Experience managing global teams and third-party vendors.
Key Skills
- Strategic thinking with hands-on execution ability
- Data-driven decision making
- Process optimization and automation mindset
- Strong leadership and stakeholder management
- Excellent communication and change management skills
Success Metrics
- Reduction in Mean Time to Resolve (MTTR)
- Increased automation/deflection rates
- Improved CSAT/NPS scores
- Reduction in ticket volume through self-service
- Asset accuracy and lifecycle compliance
- Faster access/request fulfillment times
3 Director, End User Services 0-60-90 Day Plan (High-Impact)
First 30 Days – Diagnose, Triage, Act
Objective: Establish control, deliver quick wins, and expose gaps.
- Stand up a daily operations cadence (incident review, backlog burn-down, SLA tracking).
- Baseline and publish core metrics:
- MTTR, First Contact Resolution (FCR), ticket volume drivers, request cycle times, asset accuracy.
- Identify and eliminate top 5 ticket drivers (knowledge gaps, repeat incidents, misrouted requests).
- Launch immediate automation quick wins:
- Password resets, common access requests, software installs.
- Audit and correct critical asset inventory discrepancies (focus on high-risk / high-value assets).
- Map current access/request workflows and remove obvious approval bottlenecks.
- Establish executive visibility (weekly dashboard + risks + actions).
Deliverables:
- Live performance dashboard
- Top issues + remediation plan
- First automation use cases in production
- Stabilized service desk operations
Days 31–60 – Build, Standardize, Prove Value
Objective: Shift from reactive to structured, repeatable execution.
- Deploy AI-enabled capabilities:
- Virtual agent for Tier 0 support
- Automated ticket routing and triage
- Self-healing for common endpoint issues
- Reduce ticket volume by targeting 15–25% deflection through:
- Self-service expansion
- Knowledge base overhaul (top 20 issues)
- Implement RCA discipline for recurring incidents with enforced ownership.
- Redesign service catalog and request workflows:
- Standardize, simplify, and automate fulfillment
- Establish asset lifecycle controls:
- Intake? deployment? refresh? disposal tracking
- Monthly reconciliation cadence
- Introduce XLAs (experience metrics) alongside SLAs.
Deliverables:
- Measurable reduction in ticket volume and MTTR
- AI/automation actively handling real workloads
- Standardized, faster request fulfillment
- Asset visibility improved with audit-ready tracking
Days 61–90 – Scale, Optimize, Institutionalize
Objective: Lock in gains and scale transformation across the enterprise.
- Expand automation to end-to-end workflows:
- Joiner/mover/leaver (JML) processes
- Role-based access provisioning
- Achieve sustained improvements:
- MTTR reduction (target 20–30%)
- Increased FCR
- Noticeable CSAT/NPS lift
- Operationalize a productivity model:
- Shift-left strategy fully in motion
- Tier 1 handling majority of volume via automation/self-service
- Implement cost and efficiency controls:
- Optimize hardware/software utilization
- Reduce redundant tools/licenses
- Formalize governance and operating model:
- KPIs, ownership, vendor accountability
- Continuous improvement pipeline
- Present executive roadmap (6–12 months) with ROI tied to automation and efficiency gains.
Deliverables:
- Scaled automation with measurable ROI
- Faster, simpler access and request experience
- Fully governed asset management program
- Clear forward roadmap aligned to business outcomes
90-Day Impact Snapshot
- 20–30% reduction in MTTR
- 15–30% ticket deflection via automation/self-service
- Significant improvement in request turnaround times
- Instill confidence in asset inventory accuracy
- Visible shift from reactive support? intelligent, proactive service
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