EUS Director

Title:  Director End User Services  

Location:  Tustin, CA

Compensation:  $140K - $165k, DOE

Position Summary:

We are seeking a strategic, customer-centric, and results-oriented Director End User Services to lead and evolve all aspects of end-user technology support across the organization. This leader will oversee the Help Desk (Tier 1–Tier 3) and Application Support teams, driving operational excellence through exceptional service delivery, process maturity, and continuous improvement.

The ideal candidate combines deep technical expertise with strong business acumen and thrives in a fast-paced, complex environment. This is a hands-on leadership role responsible for building high-performing teams, enhancing the user experience, and shaping the future of enterprise support services.

• Provide strategic leadership and day-to-day management of the Service Desk (Tier 1–3) and Application Support teams.
• Define and execute a long-term vision for end-user support aligned with corporate IT and business objectives.
• Ensure exceptional customer experience through effective incident management, request fulfillment, and problem resolution.
• Monitor and analyze performance metrics, SLAs, and operational KPIs to drive accountability and continuous service improvement.
• Establish and maintain scalable support processes, knowledge management practices, and ITIL-based service desk standards.
• Build and nurture a high-performing, service-focused culture through mentoring, coaching, and staff development.
• Oversee application support operations, ensuring timely resolution of reported issues and effective coordination with application owners, engineering teams, and vendors.
• Collaborate with infrastructure, security, and business technology teams to ensure seamless delivery and support of enterprise applications and platforms.
• Manage high-priority escalations, including executive-level issues and critical incidents, ensuring transparent communication and timely remediation.
• Develop and maintain policies, procedures, and documentation to support consistency, compliance, and operational effectiveness.
• Deliver clear, data-driven performance reports and recommendations to IT leadership on trends, risks, and resource requirements.
• Lead onboarding, training, and adoption strategies that enhance end-user productivity and technology enablement.
• Participate in vendor management, contract evaluation, and tool selection to support end-user service needs.
• Perform other related duties as required.

• 10+ years of progressive IT experience, including at least 5 years successfully leading Help Desk and Application Support teams in medium to large enterprises.
• Proven experience managing and maturing multi-tier support models (Tier 1–3) with measurable service improvements.
• Strong understanding of ITIL frameworks, incident/problem management, and user-centric support methodologies.
• Demonstrated ability to lead teams through transformation—including process optimization, standardization, and modernization initiatives.
• Deep expertise with enterprise applications (Microsoft 365, collaboration tools, business application platforms) and end-user technologies (Windows, macOS, mobile).
• Exceptional leadership, communication, and stakeholder management skills, including experience engaging executive-level audiences.
• Strong analytical skills with the ability to prioritize, execute, and make data-driven decisions in a dynamic environment.
• Proven ability to craft and deliver impactful PowerPoint presentations to communicate with clarity and influence.

Education, Experience and Certification:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• One or more of the following certifications required: ITIL, HDI, KCS, PMP. Six Sigma is a plus.

Reporting Line:

• Primary: Directly reports to the Sr. Director of End User Services
• Secondary: SVP Technology Services

Work Authorization:  Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties:  This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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