Associate Director, Digital End User Experience and Enterprise Solutions

Job Description

The Role:

The Associate Director, Global DEX and Enterprise Solutions will be responsible for managing and improving the overall end user support across Deciphera for all IT-related needs. This role will oversee the help desk operations, technical support, as well as the use of enterprise applications and tools to ensure a positive user experience with technology. The role responsible for setting the strategic direction for end-user support, implementing best practices, and driving continuous improvement in service delivery.

What You’ll Do:

· Define the vision and strategy for end-user support, and solutions aligning it with overall business goal.

· Developing and implementing plans for service improvement and innovation.

· Ensuring the end-user support model is cost-effective and efficient.

· Develop standards across tools, and how tools should be used (Box vs SharePoint)

· Develop and optimization the help desk ticket system and workflows

· Leading global experienced to ensure global standards for IT

· Recommending and implementing new technologies to enhance user experience and productivity.

· Define and execute a strategic roadmap for end-user support aligned with Deciphera’s values and growth.

· Lead, mentor, and inspire a team of professionals spanning service desk, desktop, AV support and enterprise solutions.

· Foster a culture of customer-centricity, innovation, and continuous improvement.

· Champion cross-functional collaboration to ensure technology support is tightly integrated with business needs.

· Develop and manage Asset tracking, and onboard/offboard process

· Own the delivery of IT support services, ensuring responsiveness, reliability, and user satisfaction.

· Establish and monitor key performance indicators (e.g., SLA adherence, resolution time) to drive accountability and process improvement.

· Implement ITIL-based best practices for incident, request, and problem management.

· Analyze support trends to identify root causes and implement preventative solutions.

· Drive the adoption of modern support tools and platforms (ticketing, remote support, knowledge management, tool standardization).

· Expand automation and self-service capabilities to streamline workflows and empower users.

· Lead initiatives to improve onboarding, access provisioning, and digital literacy.

· Develop scalable communication and training programs that increase user confidence and engagement.

· Manage team budget and resources, balancing performance and cost-efficiency.

· Evaluate, select, and oversee vendors providing support technologies or outsourced services.

Qualifications

What You’ll Bring:

· Proven track record of building and scaling high-performing DEX teams in dynamic, distributed environments.

· Deep knowledge of end-user technologies (box, SharePoint, Smartsheet’s, Fresh Service, asset tracking)

· Strong understanding of ITSM frameworks (ITIL), ticketing tools and endpoint management platforms

· Exceptional communication, coaching, and stakeholder engagement skills.

· Strategic thinker with hands on capabilities, strong analytical capabilities, and a passion for operational excellence.

· Experience designing and executing self-service and automation strategies is a plus.

· Experience building and managing asset tracking

· Experience with onboarding offboarding for FT and contractors

· 10+ years of progressive experience in IT support in pharma/biotech, including 5+ years in a leadership capacity.

Additional Information

Deciphera is committed to fair and equitable compensation practices. The base salary pay range for this role is $159,000 - $219,000. Actual compensation packages will depend on various factors, including, but not limited to depth of experience, education, skillset, overall performance and/or location.​

Deciphera believes in providing a competitive compensation and benefits package to all employees. Our base salary is just one component of Deciphera’s competitive total rewards strategy that also includes annual performance bonus, a long-term incentive plan, full range of benefits and other incentive compensation plans (if applicable)

Benefits:

• Competitive salary and annual bonus.
• Comprehensive benefits package including medical, dental, vision insurance, 401(k) retirement plan with company match, and more.
• Generous parental leave and family planning benefits.
• Outstanding culture and opportunities for personal and professional growth.

Apply Now: Join us in our mission to improve the lives of people with cancer. Apply today to become a part of our dynamic team!

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