IT User Support ICS Senior Director

Grant Thornton is seeking a IT User Support (Senior Director) to join the team. Approved office locations can be found below. 

As the Head of End User Services, reporting into the Chief Information Officer, you will oversee and manage all aspects of how our end users are experiencing Technology. This includes leading the service desk, field support, collaboration technology, office technology, device management, etc. Your goal will be to ensure that employees receive exceptional support and that all end user services are delivered efficiently and effectively. You will collaborate with various groups with the Technology organization to drive high-value solutions and enhance the overall employee experience and improve our user’s perception of Technology.

Your day-to-day may include:

• Lead and manage the service desk team to provide timely and effective support to employees. Develop and implement best practices for incident and request management. Monitor service desk performance and ensure compliance with service level agreements (SLAs).
• Oversee office support operations to ensure that on-site technical issues are resolved quickly and efficiently. Coordinate with field support teams to provide consistent and high-quality support across all locations.
• Manage the lifecycle of end user devices, including procurement, deployment, maintenance, and disposal. Ensure that devices are secure, up-to-date, and meet the needs of employees. Develop and implement policies and procedures for device management. 
• Lead the digital workplace support team to enhance the employee experience through the use of digital tools and technologies. Provide support for collaboration tools, productivity software, and other digital workplace solutions. Identify opportunities to improve digital workplace services and drive adoption of new technologies.
• Put processes in place and help create a culture across the Technology organization to focus on the end user experience and create continuous improvement programs to always enhance it.
• Establish SLAs and KPIs around user experience across the Technology organization including any third-party vendors, that allow us to objectively measure performance and create improvement plans.

You have the following technical skills and qualifications:

• Bachelor's degree required. Advanced or Master's degree preferred.
• A minimum of 10 years of related work experience in technology end user services and end user experience, with a proven track record of successfully managing support teams, user experience and operations.
• Exceptional commitment to providing world-class customer service and enhancing the employee experience. Ability to understand and address the needs of end users.
• Proficiency in IT support tools and technologies, including service desk software (ServiceNow), device management systems, and collaboration tools. Strong analytical and problem-solving skills.
• Exceptional leadership, recruiting, training, coaching, and mentoring skills. Ability to manage multiple teams and competing priorities in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to develop and maintain outstanding internal and external relationships.
• Experience in developing and implementing best practices for end user support. Ability to identify opportunities for process improvements and drive operational efficiencies.
• Ability to travel as needed.

The base salary range for this position in the firm’s Chicago, IL, Downers Grove, IL, Denver, CO and Baltimore, MD offices only is between $187,500 and $312,500 per year. 

The base salary range for this position in the firm’s Washington, DC, Bellevue, WA, Los Angeles, CA, Newport Beach, CA San Diego, CA, and New York, NY offices only is between $202,500 and $337,500 per year.

The base salary range for this position in the firm’s San Francisco, CA and San Jose, CA offices only is between $216,600 and $359,400 per year.

At Grant Thornton, we believe in making business more personal and building trust into every result – for our clients and you. Here, we go beyond your expectations of a career in professional services by offering a career path with more: more opportunity, more flexibility, and more support. It’s what makes us different, and we think being different makes us better. 

In the U.S., Grant Thornton delivers professional services through two specialized entities: Grant Thornton LLP, a licensed, certified public accounting (CPA) firm that provides audit and assurance services ― and Grant Thornton Advisors LLC (not a licensed CPA firm), which exclusively provides non-attest offerings, including tax and advisory services.