Director, End User Services
$210,000–$260,000 year
On-site · London, England, United Kingdom
Job Summary
Directs global End User Services delivery across the US and UK, including service desk, endpoint management, collaboration platforms, and field sales support; accountable for the design, operation, and scaling of end user services with SLAs/XLAs, and for coordinating with MSPs to ensure reliable, compliant service delivery. Leads a team of service desk analysts and field support, manages vendor relationships, and improves onboarding/offboarding, device provisioning, and endpoint compliance. Oversees lifecycle management of endpoints and collaboration tools (Microsoft 365, Teams, SharePoint Online, MS Entra), and partners with Security and Compliance to support GxP and SOX ITGC requirements. Supports field-based sales teams and CRM adoption (e.g., Veeva CRM) and collaborates with IT Operations, MSPs, and vendors to drive incident response, KPI reporting, and continuous improvement. Requires a Bachelor’s degree in IT or related field and 8–12 years of IT experience with 3–5+ years in EUS leadership; strong ITIL, vendor management, and MSP experience, plus experience with endpoint management and Microsoft 365 environments.
Required Qualifications
- Bachelor’s degree in IT or related field
- 8–12 years of IT experience
- 3–5+ years leading end user services or IT support functions
- Experience managing IT service delivery in a regulated environment
- Strong understanding of IT service management frameworks (e.g., ITIL)
- Demonstrated experience managing vendors and outsourced IT services
- Experience with endpoint management platforms, specifically
- Strong experience with Microsoft 365 environments
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