Sr Director, Service Desk & End User Experience

Senior Director Of Service Desk & End-User Experience

Reporting to the Chief Information Officer, the organization is seeking a strategic and results-oriented Senior Director of Service Desk & End-User Experience to lead its global IT support organization. This is a critical leadership role responsible for defining and executing a vision that scales the service delivery, elevates the end-user experience, and drives operational excellence. The ideal candidate will transform the support model from reactive to proactive, leveraging data-driven insights and automation to increase satisfaction and efficiency across the fast-growing organization.

Key Responsibilities and Essential Job Functions

Strategic Leadership and Vision :

• Develop and execute a multi-year strategy for end-user support and experience that aligns with Flexential's company goals. Define the future state of our service desk, incorporating advanced tools, processes, and technologies.

Scalable Service Delivery :

Performance Management and Optimization :

Process and Technology Adoption :

Stakeholder Engagement :

Customer Experience Advocacy :

Leadership Expectations :

Required Qualifications :

Preferred Qualifications :

Physical Requirements :

Base Pay Range : Annualized salary range offered for this position is estimated to be $180,000 - $201,000. However, the actual pay range depends on each candidate's experience, location, and qualifications.

Variable Pay : Discretionary annual bonus, based on personal and company performance.

This position has the following safety hazards : Ergonomics, Trip / Fall, Driving (must possess valid driver's license and insurance).

Not meeting every single requirement? No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!

Benefits of working at Flexential : Medical, Telehealth, Dental and Vision, 401(k), Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA), Life and AD&D, Short Term and Long-Term disability, Flex Paid Time Off (PTO), Leave of Absence, Employee Assistance Program, Wellness Program, Rewards and Recognition Program.

Benefits are subject to change at the Company's discretion.

EEO Statement : Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.