Job Summary:

The Head of IT End User Support is responsible for leading the organization’s Digital Workplace and End User Experience (EUX) function. This role ensures that employees have seamless, secure, and productive access to devices, collaboration platforms, and workplace technologies. The Head of IT End User Support will oversee day-to-day operations while driving innovation through automation, AI-powered support, and proactive experience management, aligning IT services with the evolving needs of a hybrid workforce.

Key Responsibilities:

Strategic Leadership

• Define and execute the End User Experience strategy aligned with enterprise IT and business objectives.
• Champion the organization’s Digital Workplace enablement, ensuring technology adoption supports productivity, collaboration, and engagement.
• Act as a bridge between IT, HR, Facilities, and business stakeholders to enable a modern employee workplace.
• Establish and track KPIs including CSAT, SLA compliance, first-call resolution, and device compliance.

Operational Excellence

• Lead the end user support team responsible for devices, applications, collaboration tools (e.g., Microsoft 365, Teams), and A/V systems.
• Manage the IT service desk, ensuring efficient incident, request, and problem management aligned with ITSM best practices.
• Oversee asset lifecycle management for laptops, desktops, mobile devices, and peripherals.
• Ensure strong collaboration with the cybersecurity team to maintain compliance and endpoint security.
• Drive vendor and partner management, ensuring value, reliability, and innovation in support services.

Innovation & Automation

• Introduce AI-powered support (chatbots, virtual assistants, self-healing scripts) to streamline user support.
• Expand self-service capabilities and knowledge management to reduce ticket volumes.
• Explore Device-as-a-Service (DaaS), VDI, and cloud-native endpoint management to future-proof the end-user environment.

Team Leadership

• Lead, mentor, and develop a high-performing team with a culture of customer-first mindset and continuous improvement.
• Foster collaboration and knowledge-sharing across IT, ensuring smooth handoffs between support and engineering/development teams.
• Build capability within the team for modern IT operations, automation, and proactive service management.

Education

• Bachelor’s degree in computer science, Information Systems, or related field (Master’s preferred).

Experience

• 10+ years of progressive IT experience, with at least 5 years in a leadership role managing end-user services.
• Proven track record in Digital Workplace technologies, EUX management, and ITSM frameworks (ITIL).
• Hands-on experience with Microsoft 365, collaboration platforms, endpoint management (Intune/SCCM), and A/V solutions.
• Familiarity with automation tools, AI for ITSM, and modern device strategies (VDI, DaaS, MDM).
• Strong leadership, stakeholder management, and communication skills.
• Analytical mindset with a focus on KPIs, service quality, and continuous improvement.

Key Skillsets (3 - 5 skillsets)

1. Improved employee digital experience scores (CSAT/NPS).
2. Reduction in incident volume through automation and self-service adoption.
3. SLA and compliance targets consistently achieved or exceeded.
4. Increased collaboration and satisfaction across IT and business stakeholders.