Reorg’s Information Security and Technology Organization seeks a dynamic Director of End User Experience to lead global initiatives encompassing IT Service Desk, End User Computing, Mobility, and Collaboration. This pivotal role involves overseeing day-to-day operations, implementing best practices for service management, and ensuring exceptional end-user satisfaction. The ideal candidate will possess a blend of hands-on technical expertise, leadership acumen, and strategic vision to drive efficiency and elevate the end-user experience.

Responsibilities:

• Strategic Leadership:
• Lead and mentor a global team to deliver exceptional IT service desk and end user support.
• Develop and implement service level agreements (SLAs) and business level agreements (BLAs) to measure performance and set expectations.
• Establish and maintain standards to ensure compliance with internal and external audits.
• Drive a culture of transparency, mentorship, and innovation within the team.
• Cultivate a customer-centric culture within the help desk team, emphasizing professionalism, responsiveness, and empathy in all interactions. 
• Operational Excellence:
• Oversee employee onboarding processes to ensure seamless technology setup on Day One.
• Manage end-user experience projects, adhering to timelines and budget constraints.
• Develop and maintain a knowledge repository for "How To's" and FAQs to empower users.
• Streamline workstation management, including application packaging, patching, and security protocols.
• Implement ITIL best practices and drive continual process improvement initiatives.
• Technology Management:
• Coordinate technical support for corporate events and remote site operations as needed.
• Promote self-service tools, automation, and service catalogs to enhance productivity and user satisfaction.
• Stay abreast of emerging technologies, compliance requirements, and industry best practices.
• Manage end-user equipment provisioning, deployment, lifecycle, and disposal.
• Own and manage relationships with hardware and software vendors, including Microsoft, Google, Lenovo, Apple, etc.
• Manage email messaging services (MS O365, Google Workspace) and mobility solutions.
• Manage collaboration technologies and facilitate smooth meeting experiences.
• Lead migration efforts to standard messaging (M365) and cloud storage services (OneDrive or similar).
• Performance Monitoring and Improvement:
• Develop, measure, and report on key metrics and KPIs to gauge user satisfaction, response time, incident resolution, etc.
• Perform trend analyses and develop action plans to enhance productivity and cost efficiencies.
• Develop risk mitigation strategies and business continuity plans.

Qualifications:

• Exceptional leadership skills, including the ability to supervise, lead, coach, motivate and work through others to achieve desired results.
• Strong project management skills with a track record of delivering projects on time and within budget.
• Expertise in ITIL framework, continual process improvement, and operational excellence.
• Thorough understanding of end-user technologies, mobility solutions, communication and collaboration tools.
• Excellent communication and interpersonal skills with the ability to foster a customer-centric culture.
• Bachelor’s degree in Computer Science, Information Technology, or related field; MBA or relevant certifications preferred.
• 5+ years leadership experience within IT Operations.
• Experience supporting multi-OS platforms (Windows, MAC, Mobile); physical devices and VDIs.

At Reorg, we consider a range of factors in connection with compensation decisions, including experience, skills, location, and our business needs and limitations. As a result, compensation may vary within and across similar roles and positions. Please note that the salary range information below is a good faith estimate for this position and actual compensation for any individual may fall outside this range if warranted by the circumstances applicable to that individual. If we identify a role that would be suitable for a broader range of skills and experience such that we would consider hiring at multiple levels then the range listed below may reflect that breadth.

The salary range estimate for this position is $170,000 - $200,000.

The actual compensation will be at Reorg’s sole discretion and will be determined by the aforementioned and other relevant factors. This position is eligible for an annual discretionary bonus.