1 month ago

Director – End User Services

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Strategic, human-first leader responsible for Global End User Services, including Service Desk, Desktop/Executive Support, and Site Services. Drive AI-first, proactive support while shaping scalable, high-quality services across time zones to improve productivity, resilience, and employee experience. Partner with senior leaders and cross-functional teams to optimize tooling, governance, and global operations.

Location: Seattle

Workplace: Hybrid

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and manage global Service Desk and Onsite Support teams, ensuring high-quality, seamless 24/7 technical assistance for all employees, both remote and office-based, across all regions.
•Lead a world-class Executive Support capability that delivers white-glove, high-trust service to senior leaders, anticipates needs, protects productivity during critical business moments, and partners with Executive Assistants for seamless planning and execution.
•Oversee end-to-end lifecycle management of end-user hardware and software, including procurement, provisioning, retirement, and sustainable practices, to ensure users have reliable, up-to-date tools.
•Establish and govern globally consistent service levels, operating rhythms, and performance reporting to deliver resilient, follow-the-sun support and high-quality employee experience.
•Drive high first-call resolution rates and build a robust self-service knowledge base to empower users to resolve issues quickly.

Pay and Benefits

Salary: USD 176,000 - 264,000 annually

Equity and Bonus:Equity

Perks:Annual BonusRsus

Key Requirements

•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, including 24/7 follow-the-sun support models.
•Strong ability to lead across cultures and time zones, with exceptional communication, sound judgment, and executive presence.
•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 and inform decision-making.

Experience:10+ yearsEnd User ServicesIT operationsGlobal teams

Skills:CommunicationLeadershipExecutive presenceStakeholder managementCross-cultural collaboration

Languages:English

Tech Stack:ServiceNowAutomationAICloudMobile/desktop management

Company Brief

Provides application delivery networking, load balancing, and security solutions for on-premises and cloud environments, helping organizations optimize, secure, and scale applications and APIs across multi-cloud infrastructures.

Industry: Networking Equipment

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Seattle, United States

Founded: 1996

Glassdoor: 3.8

Website LinkedIn

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