Director, End-user Experience
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Precisely US JobsData Integrity
This position is 100% remote anywhere in the USFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in IT / end-user support, or in enterprise service delivery; 5+ years leading global, distributed support teams
- Required Skills
- Generative AI
Requirements
- Bachelor’s degree in Information Systems or Computer Science.
- 10+ years of experience in IT / end-user support, or in enterprise service delivery.
- 5+ years leading global, distributed support teams.
- Proven track record deploying AI, automation, or virtual agents in a support environment.
- Hands-on expertise with IT service management frameworks and ticketing systems (e.g., Jira Service Management).
- Expertise in end-user computing, workplace technology, identity, and device lifecycle management.
- Proficiency in applying generative AI tools (e.g., Microsoft Copilot, ChatGPT) in day-to-day workflows.
- Proven track record scaling conversational AI (e.g., Atlassian Rovo) in production support environments.
- Experience designing agentic automation and self-healing systems.
- Ability to apply AI-driven analytics, predictive insights, and sentiment analysis.
- Strong command of responsible-AI principles including data privacy and human-in-the-loop design.
Responsibilities
- Own the operational delivery of AI-first end-user support services across all regions and time zones.
- Lead global service desk and field support teams.
- Manage daily operations for incidents, service requests, and problem management, incorporating AI triage, routing, and resolution.
- Deploy and continuously tune virtual agents and conversational AI to maximize employee self-help.
- Lead major incident response for employee-impacting issues.
- Drive root cause analysis and automated corrective actions, including self-healing scripts.
- Oversee support for end-user devices, peripherals, and identity/access workflows.
- Maintain ticketing, knowledge, and self-service tools with AI-generated content.
- Track and report performance against service and AI-specific KPIs.
- Lead, coach, and develop regional managers and support leaders through a workforce transition toward AI-augmented work.
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