Director, IT Service Desk & End User Support

Requisition Number: 27652 

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

 

 

Position Summary

The Director of IT Service Desk & End User Support drives exceptional user experience for 10,000+ users across UGI's diverse business units through leadership of IT Service Desk, End User Engineering, Mobility and Field IT Systems Support, Asset Management, Desktop Services, IT Communications, and Endpoint Management.

This role partners directly with business leaders to understand user needs, minimize disruption, and deliver IT support services that enhance employee satisfaction while maintaining robust security posture. The position leads IT maintenance, transformation, automation and modernization efforts that improve IT service availability, drive operational efficiencies, improve employee productivity and promote seamless technology experiences at enterprise scale. 

Duties and Responsibilities:

IT Service Delivery & Performance Oversight

• Ensure exceptional performance across IT Service Desk, Desktop Services, Endpoint Management, and Field IT Systems Support
• Establish and maintain service level agreements, KPIs, and continuous improvement processes that exceed industry benchmarks
• Drive standardization and automation of policies, procedures, and service delivery across business unit 

Service Continuity & Critical Incident Management

• Lead major incident management including rapid response, cross-team coordination, executive and end user communications, and service restoration
• Oversee comprehensive problem management from detection through root cause analysis and permanent resolution
• Ensure appropriate after-hours support coverage, on-call rotations, and escalation procedures for business-critical issues 

Project Leadership & Digital Transformation

• Lead enterprise-scale modernization, maintenance and standardization initiatives
• Drive automation and process improvement projects that enhance service delivery and reduce operational friction
• Oversee technology refresh cycles, new technology implementations, and change management across 10,000+ users
• Champion digital workplace initiatives that advance UGI's transformation and continuous improvement goals while maintaining security and compliance 

User Experience Strategy & Business Partnership

• Partner with business unit leaders to understand user needs, pain points, and technology requirements across diverse UGI operations
• Develop and execute user experience improvement initiatives that directly impact employee productivity and satisfaction
• Establish and maintain user feedback loops, satisfaction surveys, and voice-of-customer programs to drive continuous improvement
• Liaise with IT leaders and teams across Security, Applications and Infrastructure to support IT departmental goals and cross-functional needs 

People Leadership & Team Development

• Lead, develop, and inspire teams across multiple functional areas, fostering accountability, growth, and high performance
• Conduct regular one-to-ones, team meetings, performance reviews, and career development planning
• Build organizational capabilities in modern technologies, user experience design, and business relationship management
• Champion change management and organizational development during transformation initiatives 

Financial Stewardship & Vendor Management

• Manage $5M+ annual budget with focus on value delivery and cost optimization
• Oversee strategic vendor relationships, contract negotiations, and supplier performance management
• Partner with Global Procurement organization to ensure end-user technology purchases align with corporate standards, compliance requirements, and cost optimization objectives
• Drive financial accountability and ROI measurement across all en