Director, End User Technical Services

The Role:

ElevateBio is looking for a Director of End User Technical Services who is the leader helping to build and run a team that improves the daily lives of the entire company. This position works closely with the infrastructure and security teams to identify solutions that support the ongoing business needs.

The successful candidate will be customer service oriented, innovative and flexible in their approach to problem solving, at home in a fast-paced environment, and a technical expert who strives to see the bigger picture.

This is an ideal role for someone who wants to work as part of a small team to build, run, and evolve end-user technical services in a growing, well-funded startup company that prioritizes its employees’ growth and development.

Here’s What You’ll Do:

• Define and drive the End User Technical Services Strategy and Roadmaps for the following verticals:
• Service Desk
• Digital Employee Experience (DEX) & Endpoint Engineering
• M365, Office Suite, & IAM/IGA
• Develop and build a high-performing team to deliver valuable end user solutions and services
• Engage with key business stakeholders to build strong working relationships
• Develop and improve operational metrics and reports to effectively manage outsourced service providers and overall team performance
• Identify opportunities for efficiencies within the business and IT that can be solved with new or existing technology
• Embrace ITIL principles, philosophy, and processes to encourage widespread adoption
• Track industry developments to maintain a functional understanding of current and future trends
• Actively participate in information technology conferences and professional organizations

Requirements:

• 12+ years relevant work experience 
• Working knowledge across the three primary domains which includes but is not limited to: 
• Service Desk:
• Vendor management and MSP expansion
• White glove service for VIPs for desktop and audio/visual support
• Windows 10/11, macOS, and iOS device support
• ServiceNow (ITSM Modules)

• DEX & Endpoint Engineering
• MS Intune, JAMF, Automox, Crowdstrike, and Axonius
• MS AD/Entra ID (Azure AD)
• SSO Tools
• Remote access solutions

• M365
• Office 365 and email security tools
• Teams/SharePoint
• File share applications

• Proven ability to ask better questions, listen to the answers, and solve the right problems
• Compassion and empathy for end- users’ perspectives
• Strong coordination and issue resolution skills with the ability to drive results in a matrixed environment
• Ability to influence collective action without direct authority
• Experience tailoring outsourced services with internal resources to meet dynamic business needs
• Deep experience managing multiple external vendors to SLA’s and other performance metrics
• Available for off hour support in case of emergency