Senior Director, End User Support

<div class="content-intro"><div id="labeledImage.LOCATION" class="WIFG" data-automation-id="decorationWrapper"> <div class="WNHJ"> <div id="labeledImage.LOCATION--uid38" class="WE-Y WMXY WBAB WF0Y" data-automation-id="responsiveMonikerInput" data-metadata-id="labeledImage.LOCATION" data-uxi-form-item-child-list-index="0"> <div class="WJ-Y"> <p><strong>The <a href="https://www.nytco.com/company/mission-and-values/" target="_blank"><u>mission</u></a> of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for.&nbsp;</strong></p> </div> </div> </div> </div></div><p data-pm-slice="1 1 []">The Senior Director, End User Support is responsible for leading a global organization that delivers best-in-class technology support and services to New York Times employees and contractors. This role oversees all aspects of end user support, including help desk, technical support, executive support, and related service delivery functions, with a strong focus on IT service management, operational excellence, and strategic transformation.</p> <p>The Senior Director is accountable for evolving the standards, productivity, and customer experience of the department, driving automation and self-service, and partnering with technology and business stakeholders to ensure reliable, secure, and modern end user capabilities.</p> <p>This is a hybrid role based in our New York City headquarters, reporting to the Vice President, IT Operations. You can typically expect to be in the office 3+ days/week.</p> <p><strong>Responsibilities:</strong></p> <ul> <li> <p>Lead a global End User Support organization that includes Help Desk, Technical Support Specialists, Executive Support, and related teams supporting office, hybrid, and remote employees.</p> </li> <li> <p>Own day-to-day operations for end user support, ensuring high availability, responsiveness, and quality of service across all time zones.</p> </li> <li> <p>Implement, enforce, and enhance the IT Service Management (ITSM) framework (incident, request, problem, change, and knowledge) to drive consistent, repeatable service.</p> </li> <li> <p>Define, track, and report on key performan