Director, Global Service Desk

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves. 

Job Description

The Director of Global Service Desk & End User Platforms is a senior leadership role responsible for global end-user support, digital employee experience (DEX), and ownership of critical enterprise platforms that underpin workforce productivity and operational resilience. This role extends beyond traditional Service Desk leadership to include strategic ownership, governance, and optimization of core end-user technology platforms, including ITSM, ITAM, endpoint management, identity services, and patch/vulnerability management across servers and endpoints. The Director will lead a globally distributed organization spanning Service Desk, Major Incident Management, Rapid Response, and Problem Management, while also acting as the platform owner for end-user technologies and lifecycle services. The ideal candidate is a forward-thinking leader with deep technical expertise, strong operational discipline, and a passion for automation, AI-driven service delivery, and scalable enterprise operations. 

This position is open to candidates in the Seattle area. You will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week. 

Scope of Ownership: 

Global Support & Operational Functions 

• Global Service Desk (Tier 1–3) 
• Major Incident Management (MIM) 
• Rapid Response / Escalation Engineering 
• Problem Management oversight 
• Executive/VIP support services 

Platform & Technology Ownership

• ITSM platforms (ServiceNow, Jira, etc.) – administration, governance, optimization 
• IT Asset Management (ITAM) & CMDB ownership 
• Endpoint management platforms (SCCM, Intune, endpoint tooling) 
• Digital Employee Experience (DEX) tools (Nexthink, ControlUp, Tanium, etc.) 
• Identity & Directory Services: 
• Active Directory (AD) 
• Group Policy (GPO) 
• Azure AD / Entra ID 
• Endpoint & Server Patch Management 
• Vulnerability management (endpoints + servers) 
• Azure endpoint services and user compute environment 
• Backup coordination for end-user and server environments 

Lifecycle & Standards Ownership

• End-user device lifecycle (procurement → deployment → refresh → disposal) 
• User lifecycle management (Joiner / Mover / Leaver) 
• Enterprise endpoint standards, baselines, and configurations 
• Process, SOP, runbooks, and governance for end-user services 
• Technology evaluation and solution introduction for workplace productivity 

Responsibilities: 

• Lead the global end-user technology organization, including Service Desk, Major Incident Management, Rapid Response, Problem Management, and Executive Support services 
• Define and execute the enterprise end-user technology strategy, ensuring exceptional digital employee experiences, operational excellence, and workforce productivity
• Own and optimize enterprise service management platforms, including ITSM, IT Asset Management (ITAM), CMDB, service automation, and governance capabilities 
• Provide strategic ownership of end-user platforms and workplace technologies, including endpoint management, Digital Employee Experience (DEX), collaboration tools, and productivity services 
• Establish and govern enterprise endpoint and identity management services, including device lifecycle management, Active Directory, Entra ID, Group Policy, and Joiner-Mover-Leaver processes
• Lead enterprise patch management, vulnerability remediation, and compliance programs, ensuring secure, audit-ready, and resilient end-user environments
• Drive AI, automation, self-service, and knowledge-centered support capabilities to improve service quality, operational efficiency, and user satisfaction
• Establish and mature ITIL-based service management practices, including Incident, Request, Change, Problem, Knowledge, and Major Incident Management processes
• Leverage analytics, telemetry, and service performance metrics to continuously improve user experience, service quality, operational effectiveness, and business outcomes
• Manage strategic technology vendors, platform investments, and operational budgets, ensuring scalable, cost-effective solutions that support business growth 
• Build, develop, and lead a high-performing global team, fostering accountability, technical excellence, innovation, and continuou