> Markdown version of [/jobs/ext/3099436-director-service-desk-and-end-user-support](https://www.wearedevelopers.com/jobs/ext/3099436-director-service-desk-and-end-user-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director Service Desk and End User Support - **Company:** Everforth Apex - **Location:** Scottsdale, AZ, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, JIRA, Configuration Management, Mobile Application Software, System Center Configuration Manager, Microsoft InTune, Information Technology, Casper Suite, Servicenow - **Published:** September 26, 2026 - **Apply:** https://www.dice.com/job-detail/d7891db3-0c7b-492e-999f-520fbbc767a0 ## About the Role Education: Bachelor's degree in MIS, Computer Science, IT, or a related field, or a minimum of 7 years in IT support., * 5+ years leading a service desk or end-user-computing team in an organization of comparable scale. * Deep experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and ITIL v4 service-operation practices. * Hands-on experience with endpoint management (Intune, SCCM/Configuration Manager, or Jamf) and MDM. * Experience with AI adoption, usage, and technical implementation within a service desk environment to increase efficiency. * Experience running a knowledge base and self-service program (e.g., Knowledge-Centered Service). * Proven experience automating fulfillment and onboarding (JML) workflows. * People-leadership experience, including hiring, coaching, scheduling, and performance management. Skills: * ITIL v4 Foundation certification is required. * Ability to translate complex technology issues for a wide range of audiences. Preferred Qualifications * Experience with Digital Employee Experience (DEX) tooling (e.g., Nexthink, 1E) and self-healing remediation. * HDI or CompTIA A+ certifications. ## Description We are seeking a Director of IT Service Desk & End-User Support to lead the delivery of IT support for approximately 2,000 internal employees. This role is responsible for creating a fast, consistent, and self-service-focused support experience. The position requires a candidate who can be onsite 4 days per week. The ideal candidate will have extensive experience with AI adoption and technical implementation to improve service desk efficiency, such as automating device provisioning and reducing ticket resolution times., * Operate the Service Desk practice (ITIL 4) as the single point of contact for ticket intake, first response, and Tier-1 incident handling. * Manage Incident Management (Tier-1/Tier-2) and Service Request Management for end-user requests, including password/MFA resets. * Oversee Deployment Management for end-user devices, including imaging, provisioning, lifecycle, patching, and EOL replacement. * Manage AV, conference-room technology, and the end-user knowledge base and self-service catalog. * Operate Mobile Device Management (MDM) and mobile app provisioning for end-user devices. * Own Digital Employee Experience (DEX) telemetry and proactive, self-healing remediation. * Govern the AI support copilot and first-line AI self-service initiatives. * Lead, coach, and develop a team of approximately 24 support professionals. * Drive key projects, including AI service desk implementation, passwordless recovery, and zero-touch JML automation. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [GitOps for the people](https://www.wearedevelopers.com/videos/461-gitops-for-the-people) - [Delete the roles, deploy the skills](https://www.wearedevelopers.com/videos/2104-delete-the-roles-deploy-the-skills) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Why developer experience matters](https://www.wearedevelopers.com/magazine/514-why-developer-experience-matters) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)