About the role:The Director of End User Services will lead the user-facing IT functions that shape how employees experience technology across our organizations. This role oversees Help Desk and end-user support, business relationship management, the Project Management Office, and technology communications and training. Acting as a key bridge between technology and the business, the Director will translate organizational needs into scalable services and solutions, strengthen operational performance, and advance innovation across back-of-house and fan-facing environments.
What you'll do:- Oversee Help Desk operations and establish service levels, procedures, escalation models, support coverage, and performance measures to ensure employees and executives receive responsive, high-quality, white-glove support.
- Develop a proactive, event-driven support model that uses monitoring, feedback, and data to continuously improve the end-user experience and meet arena and executive needs.
- Establish and lead business relationship management across all entities, partnering with department leaders to translate business goals into technology roadmaps and align initiatives with planning, budgeting, and operations.
- Establish and oversee a centralized Project Management Office, including standardized project intake, prioritization, governance, delivery, resource allocation, performance tracking, and alignment with United Center and 1901 Project priorities.
- Lead technology training, knowledge management, self-service resources, communications, change management, and adoption strategies in partnership with Human Resources and business leaders.
- Drive innovation in employee and fan-facing technology by partnering with Digital, Data, and Operations teams to pilot and scale AI and other emerging capabilities that improve productivity, service, and operational efficiency.
- Lead and develop a multidisciplinary End User Services team, establish clear roles and career paths, set performance expectations, manage external service providers, and foster accountability, service excellence, and continuous improvement.
What you'll need:- 10+ years of experience in IT service delivery, End User Services, technology operations, or a related field, including leadership of Help Desk, Business Relationship Management, or IT service functions at scale.
- Demonstrated success in building or maturing IT service organizations, support models, and PMO capabilities while balancing strategic vision with hands-on execution.
- Experience working in complex, multi-entity, or large-scale environments and supporting executives in high-visibility, time-sensitive settings; sports, entertainment, venue, or enterprise experience is preferred.
- Strong knowledge of IT service management frameworks, such as ITIL, along with support operations, service models, user experience, service-level performance, project governance, and performance tracking.
- Ability to translate business needs into technology strategies and action plans, build alignment with senior leaders, and lead communication, training, and adoption across a diverse workforce.
- Strong relationship-building, judgment, problem-solving, and data-informed decision-making skills, with a proactive approach to emerging technologies and service improvements.
- Familiarity with fan-facing or customer-facing technology ecosystems is a plus.
The pay range for this role is $175,000-190,000 annually. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. The total compensation package for this position may also include annual performance bonus, 401K retirement plan with company match, paid time off and commuter benefits. Additional perks include access to our state-of-the-art gym with free fitness classes, catered meals, fun events and free parking.
