IT Director, End User Services

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that—our technology helped people put a man on the moon and capture the first-ever picture of a black hole.

We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers alike under our Western Digital®, WD®, WD_BLACK™, and SanDisk® Professional brands.

We are a key partner to some of the largest and highest-growth organizations in the world. From enabling systems to make cities safer and more connected, to powering the data centers behind many of the world’s biggest companies and hyperscale cloud providers, to meeting the massive and ever-growing data storage needs of the AI era, Western Digital is fueling a brighter, smarter future.

Today’s exceptional challenges require your unique skills. Together, we can build the future of data storage.

Job Description

As the IT Director of End User Services, you will lead with a passion for delivering exceptional customer support and elevating the overall employee experience. Your ability to anticipate, understand, and meet the evolving needs of end users will be key to driving service excellence and fostering a more connected, efficient workplace.  This role involves managing IT end user support teams, implementing best practices across multiple regions, optimizing workflows, and ensuring the highest levels of customer satisfaction.  You will have strong leadership and communication skills, extensive technical expertise, and a strategic mindset for delivering world-class IT service at a global scale. 

Key Responsibilities: 

• Lead and manage global IT support teams, including help desk technicians and regional IT leaders.
• Deliver timely and effective solutions to IT end user support requests and issues while aligning with service level agreements (SLAs) and ensuring an exceptional customer experience. 
• Develop and implement IT support policies, standards, and procedures to enhance efficiency and ensure consistency across all locations. 
• Align IT support strategies with business goals, working closely with other IT teams and leadership. 
• Manage vendor relationships and evaluate IT service providers  
• Develop and maintain IT support training programs for staff and end-users across global offices. 
• Provide strategic technical guidance and mentorship to IT support personnel worldwide. 
• Prepare and present reports on IT support performance, trends, and key metrics to executive leadership. 
• Ensure compliance with IT security policies, data protection regulations, and industry best practices on a global scale. 
• Lead or participate in major IT projects, system upgrades, and digital transformation initiatives to support the company’s international growth. 

Qualifications

Required: 

• 10+ years of experience in IT end user services, with at least 5 years in a leadership role overseeing global support teams, user experience and operations 
• Experience in developing and implementing best practices for end user support. Ability to identify opportunities for process improvements and drive operational efficiencies. 
• Ability to manage vendor service levels and ensure contractual obligations are met. 
• Strong knowledge of ITIL framework and service management best practices. 
• Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk) in a global enterprise setting. 
• Proficiency with device management systems and with troubleshooting IT end user issues. 
• Proven experience in strategic IT planning and execution at a global level. 
• Excellent leadership, problem-solving, and communication skills. 
• Ability to manage multiple priorities and complex projects in a dynamic, fast-paced environment. 
• Bachelor’s degree in Information Technology, Computer Science, or a related field. Master’s degree preferred. 

Preferred Qualifications: 

• ITIL certification or other relevant IT service management certifications.
• Project management experience (PMP, Agile, or Scrum certification is an advantage). 

Additional Information

Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions)