Position Summary

The Director, Service Desk & End User Services provides enterprise leadership for FFF Enterprises’ end-user support ecosystem across office, warehouse, and distribution center environments. This role is responsible for the strategy, governance, and performance of the Service Desk and End User Services function, ensuring consistent, high-quality support experiences across all sites and work modalities (onsite, remote, hybrid). The Director leads the tiered support organization and the IT inventory/data function, and oversees the Office 365 administration capability to ensure stable operations, consistent administration standards, and alignment with access controls and security requirements.

This position establishes and drives IT Service Management (ITSM) disciplines measurable service outcomes, and continuous improvement programs to reduce recurring incidents, improve service predictability, strengthen asset accuracy and audit readiness, and elevate the end-user experience. The Director partners closely with Infrastructure, Information Security, Applications, and Operations leadership to align support capabilities with business-critical needs and to ensure operational readiness across all sites.

Essential Functions and Duties

User Support & Troubleshooting

• Own the enterprise service model for end-user support, including intake, triage, escalation pathways, and resolution standards across all locations and shifts.
• Ensure prompt and accurate handling of Service Desk tickets via phone, email, and remote tools, with clear accountability for service quality and timeliness against established SLAs/OLAs.
• Establish standards and oversight for complex troubleshooting across PC and Macintosh desktops and laptops, mobile devices, tablets, collaboration tools, and business productivity applications.
• Oversee the Office 365 administration function and define standardized practices for user enablement, mailbox/shared mailbox support, distribution lists, and collaboration tool support workflows (e.g., Outlook, Teams, SharePoint user support operations).
• Ensure high-quality customer communications, including escalation communications during major incidents and consistent status updates throughout the support lifecycle.
• Define expectations for tiered support execution, including what is resolved at Tier 1 vs. Tier 2/3, and how escalations are documented, transferred, and closed.

Warehouse & Production Equipment Support

• Ensure end-user services are operationally effective within warehouse/distribution settings, including aligned coverage models and reliable support for business-critical devices and workflows.
• Provide leadership oversight for troubleshooting and support standards for Zebra printers, Honeywell barcode scanners, RF guns, Proglove hand scanners, label printers, and related warehouse devices, including readiness for peak operational periods.
• Establish vendor engagement and escalation processes for warehouse hardware, label/print systems, and operational tooling support as applicable.
• Drive preventive maintenance expectations, calibration/update routines, and “ready-to-operate” device standards that reduce downtime and recurring issues.
• Ensure appropriate incident severity definitions and rapid restoration expectations for warehouse-impacting issues, with clear stakeholder communications.

Connectivity & Networking Support

• Establish support standards and escalation pathways for end-user connectivity issues including Wi-Fi, VPN, LAN access, and remote connectivity, ensuring consistent triage and handoffs with Infrastructure/Network teams.
• Define operational accountability for diagnosing connectivity-related incidents, distinguishing endpoint vs. network root causes, and ensuring accurate ticket classification and escalation.
• Oversee recurring-issue identification (e.g., site-level Wi-Fi instability, VPN issues, device driver conflicts) and ensure problem management follow-through and durable remediation.
• Ensure remote workforce support readiness, including standardized approaches to home-network troubleshooting boundaries, secure remote access practices, and end-user guidance.

Hardware & Software Maintenance

• Own the enterprise endpoint lifecycle program, including provisioning, imaging/standard builds, deployment, patching coordination, refresh planning, secure return/disposal, and lifecycle documentation.
• Working with the Vice President, IT Infrastructure and the IT Operations Analyst, initiate and manage leased equipment schedules for laptop computers and manage fleet of company provided iPhones.
• Oversee hardware repair/upgrade standards, replacement decision criteria, and device readiness expectations across office and warehouse environments.
• Ensure software deployment and support practices are standardized, documented, and aligned to licensing and security requirements.
• Provide leadership oversight for leasing/vendor relationships tied to endpoints and peripherals (e.g., laptops, printers), ensuring performance and cost effectiveness.
• Ensure the IT inventory/data function maintains accurate asset records, device assignment tracking, returns, disposals, and reconciliation routines across all sites.

Documentation & Process

• Establish and enforce ITSM process discipline across incident, request, problem, change, knowledge, and asset practices to ensure predictable and auditable operations.
• Own standards for ticket quality, documentation completeness, and resolution notes to enable repeatability, knowledge capture, and accurate analytics.
• Direct knowledge management expectations, including knowledge base structure, article standards, update cadence, and adoption targets to improve first-contact resolution.
• Create and manage the operational cadence for performance review (weekly/monthly/quarterly), including backlog review, SLA performance review, major incident review, and continuous improvement planning.
• Ensure consistent onboarding/offboarding device workflows, including documented processes, checklists, and role-based handoffs to prevent control gaps.
• Collect, report, and continuously improve monthly Service Desk Key Performance Indicators to measure team performance, business impact, and forecast future resource needs.

Security & Compliance

• Ensure end-user support operations align with enterprise security requirements, including endpoint protection, encryption readiness, access control alignment, and secure handling of devices and credentials.
• Oversee standards for access provisioning support in coordination with Security and HR/Identity governance, ensuring role clarity and separation of duties where required.
• Ensure Office 365 administrative practices are governed, documented, and auditable, including appropriate use of admin roles and adherence to access and change controls.
• Ensure rapid identification and reporting of security incidents or compliance concerns arising from end-user support activity, including device loss, suspicious access behavior, or policy violations.
• Maintain operational readiness for audits through disciplined documentation, asset accuracy, and evidence-based process execution.

Collaboration & Projects

• Partner with IT colleagues, Operations leaders, and site leadership to ensure support services align to business needs and operational realities across all locations.
• Lead service improvement initiatives such as service catalog implementation, self-service enablement, automation, workflow optimization, and tooling/process enhancements.
• Support enterprise rollouts (e.g., hardware refreshes, software deployments, collaboration platform updates, equipment rollouts) with clear planning, communications, readiness, and adoption support.
• Establish vendor governance routines and cross-functional coordination to reduce recurring issues, improve stability, and deliver measurable improvement outcomes.
• Ensure after-hours support expectations and escalation coverage are defined, staffed, and communicated for business-critical systems and operational continuity.

General Responsibilities

Standard

Education, Knowledge, Skills, and Experience

Required Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field of study or ten (10) years related experience in lieu of degree.

Required Knowledge:

• ITSM frameworks and best practices (incident, request, problem, change, knowledge, asset disciplines) with the ability to operationalize and govern them.
• Office 365 / Microsoft 365 administration concepts and operational governance, including support workflows tied to Outlook, Teams, and SharePoint user support.
• Endpoint lifecycle management practices and enterprise support operations across multi-site environments.
• Knowledge of Microsoft Intune and JAMF Mobile Device Management systems.
• Asset governance, inventory controls, reconciliation practices, and data/reporting fundamentals for audit readiness.
• Operational support needs in warehouse/distribution settings, including the importance of uptime, shift coverage, and rapid restoration for business-critical devices.

Preferred Knowledge:

• Familiarity with Zebra printers, Honeywell barcode scanners, RF guns, label printers, and warehouse device ecosystems.
• Familiarity with enterprise identity/access governance concepts (role-based access, least privilege, auditability) as they relate to end-user support and administration.

Required Experience:

• At least eight (8) years [twelve (10) for non-degreed candidates] of progressive experience in IT support/end-user services, including multi-site environments.
• At least five (5) years of experience leading support operations with direct accountability for service performance, escalations, staffing/coverage, and measurable outcomes.
• Demonstrated experience overseeing tiered technician teams and/or support functions (including inventory/data responsibilities) with strong process discipline and operational cadence.
• Proven experience establishing or improving service KPIs/SLAs, driving reductions in repeat incidents, and implementing durable operational improvements.

Preferred Experience:

• Experience operating within ITIL-based ticketing/service environments with demonstrated service maturity improvements.
• Experience supporting hybrid/remote workforces across multiple states and site types (office + warehouse/distribution).
• Experience with vendor governance for endpoint/leasing, printers, or managed support components.

Required Skills:

• Executive-level service leadership and the ability to translate service performance into business impact, risk, and priorities.
• Strong people leadership capability (coaching, performance management, development, accountability) across multi-role teams.
• Strong analytical and operational decision-making skills with a track record of driving measurable improvement using service data and trend analysis.
• Strong written and verbal communication skills, including major-incident communications and executive-ready reporting.
• Ability to build standardized processes that scale, with disciplined follow-through and operational governance.

Preferred Skills:

• Ability to design and implement service automation/self-service strategies that improve resolution speed and reduce ticket volume.
• Ability to create clear documentation standards and knowledge management programs with measurable adoption.

Required Professional Certification:

• ITIL Foundation (or equivalent service management certification) within 12 months of hire.

Preferred Professional Certification:

• Microsoft 365 Fundamentals (or role-aligned Microsoft certification).
• Additional vendor certifications relevant to the support environment (endpoint management, warehouse device vendors, etc.).

Physical requirements

Standard

Mental Demands

Standard

Direct Reports

Yes

EEO Statement

Standard

Acknowledgement

Standard