Director, IT End User Services

Smartsheet has an excellent opportunity for a Director of IT with a solid technical background combined with superior customer service orientation.  This role is responsible for providing strategic leadership and operational management of the IT End User Services team, ensuring operational efficiency and an outstanding level of customer service to Smartsheet’s employees across the globe.  Additionally, this role is responsible for managing all IT assets (software and hardware), and leading the procurement process for IT.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Trust is one of our core values, and as an organization, we execute that core value by maintaining and innovating on systems, processes and programs that secure our customers’ data.  

This position reports to the SVP of IT, and is located in Bellevue, WA.

You Will:

• Lead the asset management and procurement process across IT
• Lead the internal IT support (T1, T2), Technology Asset Management and Client Engineering\Operations teams at Smartsheet
• Develop and maintain a deep understanding of end-users' needs, challenges, and pain points to ensure a proactive and empathetic approach to user support
• Support a global user base of 3,700+ employees, contractors, and executives
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
• Advocate and drive the use of automation driven self service capabilities
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams
• Develop performance measures and consistently report metrics to IT Leadership team
• Manage team budget and forecast appropriately
• Cultivate a culture of teamwork, trust, and collaboration
• Recruit, train, mentor, and motivate a diverse team of IT professionals
• Provide ongoing coaching and professional development opportunities to enhance team members' skills and career growth
• Set clear performance expectations, conduct regular performance reviews, and implement recognition programs to reward outstanding contributions

You Have:

• Proven track record of at least 8+ years in an IT leadership role
• Strong background in team building, inclusion, and fostering an empathetic work culture
• Excellent interpersonal and communication skills, with the ability to effectively collaborate with diverse teams and stakeholders
• Demonstrated ability to lead and inspire a high-performing team, providing mentorship and professional growth opportunities
• Deep technical knowledge of IT systems, infrastructure, and support methodologies including Microsoft, G-suite, Okta, Cisco, Webex,  and other SaaS based IT systems
• Supported teams utilizing modern configuration management tools including MECM, Intune, JAMF
• Strong knowledge of video conference technologies (zoom, webex, teams & associated hardware)
• Strong problem-solving skills and the ability to handle escalated issues with a customer-centric approach
• Experience in strategic planning, execution, and performance management.

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) 
• Smartsheet provides a competitive range of compensation for roles that may be hired in different geographic areas we are