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Senior Director, End User Services

Senior Director, End User Services

Parsons CorporationYoungstown, OH, US
9 hours ago
Job type
  • Full-time
Job description

Sr. Director Of End User Services

Parsons is looking for an amazingly talented Sr. Director of End User Services to join our team! In this role you will get to optimization of IT support and services to ensure seamless technology experiences for end-users within Parsons.

What You'll Be Doing

  • Build and lead a high-performing organization, including hiring, coaching, workforce planning, and on-call / shift rotations.
  • Ensure operational excellence through service-level agreements (SLAs), key performance indicators (KPIs), and continuous improvement practices. Drive the implementation of modern endpoint management tools (e.g., Intune, SCCM, JAMF) and automation to improve efficiency and reduce manual effort. Oversee lifecycle management of enterprise devices (in partnership with Asset Management), including procurement, deployment, patching, upgrades, and secure decommissioning. Oversee deployment and management of a Configuration Management Database (CMDB) toolset.
  • Partner with cybersecurity teams to ensure endpoint compliance, patching, and vulnerability management. Define and maintain enterprise device standards, images, and configuration baselines. Lead the PC standards committee. Promote adoption of End User technologies that improve the digital workplace experience.
  • Partner with Enterprise / Domain Architecture and Solutions Engineering end User strategy and standards. Own Change Control Board (CAB) processes and results. Ensure all Root Cause Analysis and After Actions are completed effectively.
  • Act as the senior point of escalation for executive and critical business users. Collaborate with IT leadership, Business Relationship Managers (BRM), business units, and vendors to ensure service alignment and customer satisfaction. Manage vendor relationships and negotiate contracts for hardware, software, and service providers.
  • Manage multi-million-dollar OpEx / CapEx budgets; optimize toolsets for service.
  • Lead vendor / carrier selection, contract negotiations, and SLA enforcement; drive measurable value.

What Required Skills You'll Bring

  • Strong expertise in customer service : Proven ability to achieve measurable improvement in end user satisfaction scores through enhanced responsiveness, communication, and proactive support.
  • Operational Excellence : Experience implementing standardized SLAs and KPIs across service desk and support functions, with consistent monthly reporting and accountability.
  • Technology Modernization : Expertise in deployment and adoption of modern endpoint management tools and automation, reducing manual effort and improving patch compliance.
  • Leadership and management experience : Proven ability to lead and manage a team of IT professionals.
  • Excellent communication and interpersonal skills : Ability to communicate and collaborate effectively with technical and non-technical audiences.
  • Problem-solving and analytical skills : Ability to diagnose and resolve complex issues. In addition, strong background in Service Desk processes and integration with asset management toolsets.
  • Excellent financial acumen. Strong experience managing complex budgets with multiple cost centers.
  • Project management skills : Ability to manage projects in the End User Services portfolio.

    • What Desired Skills You'll Bring

  • PC as a Service : Knowledge of PC deployment and the ability to drive improvements in customer satisfaction with delivery and repair assets.
  • Configuration Database Management (CMDB) : Knowledge of CMDB toolsets and integrations and experience managing CMDB.

    • Security Clearance Requirement : None

    This position is part of our Corporate team. For over 80 years, Parsons Corporation has shaped the future of the defense, intelligence, and critical infrastructure markets. Our employees work in a close-knit team environment to find new, innovative ways to deliver smart solutions that are used and valued by customers around the world. By combining unique technologies with deep domain expertise across cybersecurity, missile defense, space, connected infrastructure, transportation, smart cities, and more, we're providing tomorrow's solutions today.

    Salary Range : $144,800.00 - $260,600.00 This position is eligible for incentive compensation. We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, Employee Stock Ownership Plan (ESOP), 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!

    Parsons is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status or any other protected status.

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