Director – End User Services
$176,000–$264,000 year
Hybrid · Seattle, Washington, United States
Job Summary
Director – End User Services leads global Service Desk and Onsite Support, executive support, and lifecycle management of end-user hardware/software. Drives AI-enabled transformation, 24/7 follow-the-sun support, and globally consistent service levels, partnering with senior leaders and Executive Assistants to ensure high-trust, high-touch experiences. Oversees procurement/provisioning/retirement of devices, builds a diverse global team across multiple time zones, and aligns End User Services strategy with business priorities. Requires 10+ years IT operations experience (5+ in senior leadership), experience supporting 7,000+ employees across AMER/EMEA/APCJ, and strong ServiceNow expertise.
Required Qualifications
- 10+ years of experience in IT operations, including 5+ years in senior leadership roles managing global End User Services or Employee Experience teams.
- Proven experience supporting a large, global workforce (7,000+ employees) across multiple regions (AMER, EMEA, APCJ), including operating 24/7 follow-the-sun support models.
- Strong ability to lead across cultures and time zones, with exceptional communication, sound judgment, and the executive presence to build trust with senior leaders and key stakeholders.
- Advanced experience with ServiceNow, including driving automation, reporting, and service optimization.
- Demonstrated ability to leverage operational data, service metrics, and user insights to assess performance, identify improvement opportunities, and inform decision-making.
- Strong storytelling and influence skills, with the ability to translate complex operational data into clear, actionable insights for executive stakeholders.
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