Director, EUC Support – Service Operations

CardWorks

. Lead L1 Service Desk and L2 EUC Support, including service performance, workforce productivity, operational health, and customer satisfaction .

Posted 10/9/2026full-timeUnited StatesLead💰 $121,967 - $135,519 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Service Desk and End User Computing operations, focusing on operational transformation, process improvement, and automation strategies. Proven ability to manage KPIs, SLAs, and customer satisfaction metrics while fostering a culture of accountability and high performance.

Highest-signal resume keywords

ITIL FoundationServiceNowOperational TransformationProject ManagementKnowledge Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ManagementWorkflow OptimizationContinuous ImprovementData-Driven Decision MakingRoot-Cause AnalysisAutomation StrategiesService DeliveryPerformance Metrics ManagementEUC InitiativesProcess Improvement

Soft Skills

LeadershipCommunicationProblem-SolvingInfluencing StakeholdersTeam Building

Tools & Technologies

ServiceNowAnalytics PlatformsOperational Reporting ToolsAI-Assisted SupportKnowledge-Centered Service

Certifications & Qualifications

ITIL Managing ProfessionalPMPLean Six Sigma

Industry Keywords

PCI-DSSSOXFDICSOC 1SOC 2ITGCITSMService DeskEUCRegulatory Compliance

Tech Stack

Tools & technologies

ITSMPMPServiceNow

About the role

Key responsibilities & impact

Lead L1 Service Desk and L2 EUC Support, including service performance, workforce productivity, operational health, and customer satisfaction
Develop and execute a multi-year roadmap for support transformation, operational maturity, automation, and service excellence
Drive ITIL/ITSM best practices across incident, request, problem, knowledge, major incident, and continual service improvement processes
Establish and manage KPIs, SLAs, OLAs, customer satisfaction, productivity, resolution, escalation, and reliability metrics
Serve as senior escalation point for critical incidents and executive support matters
Communicate performance, risks, trends, and improvement plans
Eliminate inefficient processes, workflows, handoffs, recurring incidents, and unnecessary escalations through data-driven continuous improvement
Increase first-level resolution and reduce ticket demand through root-cause analysis, problem management, self-service, knowledge management, and proactive support
Develop and execute automation strategies with ServiceNow, Engineering, Infrastructure, and Security teams
Expand workflow automation, AI-assisted support, self-service, and knowledge-centered service
Build, mentor, and develop high-performing Service Desk and EUC leaders and teams
Establish a culture of accountability, ownership, customer service, innovation, and professional excellence
Develop succession plans, career pathways, and leadership development opportunities
Independently lead enterprise EUC initiatives from planning through implementation and operational adoption
Develop project plans, resources, timelines, success measures, communications, and risk strategies
Lead cross-functional technology refreshes, support modernization, service enhancements, and operational transformation initiatives
Ensure delivery on schedule, within scope, aligned to business objectives, and managed for technical and operational risk
Ensure support operations comply with FDIC, PCI-DSS, SOX, ITGC, SOC 1, and SOC 2 requirements
Partner with Risk, Audit, Compliance, and Security to maintain audit readiness and effective operational controls
Maintain policies, procedures, standards, documentation, governance structures, and reporting mechanisms
Champion a user-first support model and exceptional employee technology experiences
Partner with business leaders to understand technology needs, service challenges, and business priorities
Use analytics, customer feedback, and service trends to drive improvements and investment decisions
Serve as a trusted advisor to leadership on EUC strategy, service performance, operational risk, and support transformation

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related discipline
7+ years of progressive IT experience, including 5+ years leading multiple support teams and support leaders
Demonstrated leadership of both Service Desk and End User Computing organizations
Proven success leading large-scale operational transformation, process improvement, and support modernization
Experience with automation, self-service, workflow optimization, knowledge management, and enterprise technology initiatives
Strong project/program management experience
ITIL Foundation required
ITIL Managing Professional, PMP, Lean Six Sigma, or equivalent preferred
Experience in highly regulated environments subject to PCI-DSS, SOX, FDIC, SOC, ITGC, or similar requirements
Experience with ServiceNow, workflow automation, knowledge management, endpoint management, and operational reporting/analytics platforms
Strong executive presence and ability to influence stakeholders and drive organizational change
Ability to build high-performance teams, improve engagement, and transform organizational culture
Deep knowledge of ITSM, ITIL, Service Desk, EUC, and enterprise support operations
Strong operational management, workforce planning, service delivery, and continuous improvement capabilities
Excellent analytical, problem-solving, decision-making, communication, and executive presentation skills
Ability to translate business objectives into actionable operational strategies
Strong understanding of automation, AI-assisted support, workflow optimization, and digital transformation
Experience managing KPIs, SLAs, OLAs, customer satisfaction, productivity, resolution, escalation, and reliability metrics
Results-oriented, solution-focused leader who can independently manage competing priorities with minimal supervision
Willingness and ability to assume additional responsibilities as business needs evolve

Benefits

Comp & perks

Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
Benefits Package - Medical, Dental, and Vision (plus much more)
401(k) Plan with Company Match
Short- & Long-Term Disability
Wellness Programs
Group Life and AD&D Insurance
Paid Vacation, Sick Days and bank Holidays
Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
Comprehensive benefit suite