Position Summary and Role Impact:
The Director of End User Compute (EUC) Support & Service Operations is responsible for the strategic leadership, operational management, and continuous transformation of the organization's Level 1 Service Desk and Level 2 End User Compute Support teams. This role owns the end-to-end delivery of employee technology support services, focusing on operational excellence, service quality, automation, workforce development, and enterprise-wide support optimization.
The Director will drive a culture of accountability, innovation, ownership, and customer-centric service while leading initiatives that reduce support demand, improve first-level resolution rates, eliminate inefficient processes, and leverage automation to minimize escalations and manual effort. The position serves as a key leader within Technology Operations and is responsible for delivering measurable improvements in employee experience, operational efficiency, and service reliability within a highly regulated financial services environment.
This role is expected to independently lead complex EUC initiatives from concept through implementation with minimal oversight while partnering across Infrastructure, Engineering, Security, Risk, Asset Management, and Business Leadership teams.
Essential Functions:
Strategic Leadership & Service Operations
- 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; regularly communicate performance, risks, trends, and improvement plans.
Process Optimization & Automation
- 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 to reduce manual effort and improve scalability.
- Expand workflow automation, AI-assisted support, self-service, and knowledge-centered service; establish measurable automation and productivity targets.
- Continuously evaluate technologies and operating models that improve support effectiveness and employee experience.
Organizational Development & Culture
- 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.
- Transform support teams from reactive ticket processors into proactive, solution-oriented technology partners.
- Drive behavioral and cultural change by challenging complacency, encouraging initiative, and rewarding innovation.
- Develop succession plans, career pathways, and leadership development opportunities; hold leaders accountable for engagement, performance, and service outcomes.
Project & Program Leadership
- 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 effectively managed for technical and operational risk.
Compliance, Risk & Governance
- Ensure support operations comply with applicable requirements, including FDIC, PCI-DSS, SOX, ITGC, SOC 1, and SOC 2.
- 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 supporting compliance and risk objectives.
Service Experience & Stakeholder Management
- Champion a user-first support model delivering 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.
Qualifications
Education & Experience:
- 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.
Summary of Qualifications
- Strong executive presence with the ability to influence stakeholders and drive organizational change.
- Proven 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.
Leadership Competencies
- Ownership: Accountable for outcomes and results.
- Execution Excellence: Delivers measurable results through disciplined operations.
- Continuous Improvement: Eliminates waste and continuously improves processes and performance.
- Innovation: Leverages technology, automation, AI, and creative thinking to modernize support.
- People Development: Builds teams, develops leaders, and strengthens organizational capability.
- Customer Focus: Prioritizes employee experience and business outcomes.
- Change Leadership: Drives cultural, organizational, and operational transformation.
- Solution Orientation: Solves systemic problems rather than maintaining the status quo.
- Operational Discipline: Uses data, metrics, governance, and accountability to drive sustainable performance.
#INDHP
The salary range for this position, if located in NY Metro/NY State is $121,967 to $135,519. However, please note that the salary range will vary for other geographic areas.
Our Employee Value Proposition
- 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
We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.
