Director, End User Support Services

Burlington Helping Burlington

. Define and execute the enterprise End User Services strategy and roadmap .

Posted 9/21/2026full-timeEdgewater Park • New Jersey • United StatesLead💰 $135,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading End User Support and IT Service Delivery functions, with a strong focus on improving user experience and operational efficiency. Proficient in managing endpoint lifecycle, modern workplace tools, and vendor partnerships while driving continuous improvement through data analysis and performance metrics.

Highest-signal resume keywords

End User Support LeadershipMicrosoft 365 ProficiencyITIL Practices ExpertiseEndpoint Lifecycle ManagementServiceNow Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service DeliveryEndpoint ManagementService Desk OperationsChange ManagementIncident ManagementProblem ManagementAsset ManagementService Level ManagementData AnalysisVendor Management

Soft Skills

LeadershipCoachingCollaborationCommunicationChange Enablement

Tools & Technologies

Microsoft TeamsIntuneSCCMAirWatchMDMServiceNowKnowledge Management PlatformsAutomation ToolsConferencing SystemsProductivity Platforms

Certifications & Qualifications

ITIL Foundation

Industry Keywords

End User ComputingMulti-Site EnvironmentsRetail Support24x7 OperationsHigh-Volume Operational Windows

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Define and execute the enterprise End User Services strategy and roadmap
Own the End User Experience improvement agenda and drive measurable improvements
Lead adoption and change enablement for modern workplace tools, endpoint services, and support model changes
Partner with corporate, store, distribution center, and field leadership
Lead enterprise L1/L2 Service Desk, Desktop Support, and Field Support operations
Define standardized support models, intake channels, escalation paths, service expectations, and operating procedures
Ensure support coverage for onsite, remote, hybrid, mobile, and executive users
Own staffing, shift coverage, on-call models, escalation rotations, workload balancing, and labor utilization
Lead the Executive/VIP support model and prioritize urgent leadership and business-critical issues
Oversee endpoint and device lifecycle management from forecasting and procurement through deployment, refresh, break/fix, inventory, and retirement
Oversee endpoint management and modern workplace platforms including Intune, AirWatch, SCCM, MDM, patching, and configuration compliance
Provide leadership for Microsoft 365, Teams, collaboration tools, conferencing systems, meeting room technologies, and productivity platforms
Define, track, and report End User Services KPIs and SLAs
Lead service trend analysis, root-cause analysis, and repeat-incident reduction
Own governance for SOPs, runbooks, knowledge quality, self-service content, and support process compliance
Own operational and capital planning for workforce, endpoint refresh, tooling, vendor spend, and service improvements
Lead vendor and managed service provider governance
Partner with IT Operations, Infrastructure, Security, and Applications teams during major incidents
Drive automation, self-service, knowledge management, and continuous improvement
Provide executive-level reporting, operational briefings, and service performance insights
Build and develop high-performing leaders and teams through coaching, performance management, succession planning, and talent development
Ensure technology readiness for peak business periods, major store initiatives, and critical operational events

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field
12–15+ years of progressive IT experience
7–10+ years leading End User Support, End User Computing, Service Desk, Field Support, or IT Service Delivery functions in a large enterprise environment
Experience leading Executive/VIP support, Service Desk, Desktop Support, Field Support, endpoint/device lifecycle, and modern workplace support services
Experience supporting distributed, multi-site environments including corporate offices, retail/store locations, distribution centers, field leadership, and remote/hybrid users
Experience leading internal teams, contractors, managed service providers, and vendor partners
Experience partnering with senior leadership and business stakeholders
Working knowledge of Microsoft 365, Teams, Intune, SCCM, AirWatch, MDM, patching, endpoint compliance, and endpoint security tools
Deep understanding of ITSM and ITIL practices, including Incident, Request, Problem, Change, Knowledge, Asset, and Service Level Management
Ability to use CSAT, MTTR, SLA, ticket trends, endpoint compliance, and service performance data to drive improvement
Ability to lead large, distributed teams and vendor partners through change, transformation, peak business periods, and high-pressure situations
ITIL Foundation or higher certification preferred
Experience in retail, field-based, or other 24x7 multi-site enterprise environments preferred
Familiarity with automation, self-service, and knowledge management platforms within ServiceNow or similar ITSM tools preferred
Experience managing outsourced or hybrid support delivery models and large vendor ecosystems preferred
Exposure to security, compliance, and risk management related to End User computing and identity preferred
Experience with endpoint asset management, inventory governance, lifecycle planning, and device refresh programs at enterprise scale preferred
Experience using ServiceNow or similar ITSM platforms preferred
Experience supporting peak business periods, large-scale deployments, store/DC readiness events, or other high-volume operational windows preferred

Benefits

Comp & perks

Competitive wages
Flexible hours
Associate discount
Medical, dental and vision coverage
Life and disability insurance
Paid time off
Paid holidays
401(k) plan
Training and development opportunities