Director, User Services
C
CelerionClinical Research
Remote - USFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years of progressive IT leadership experience
- Required Skills
- ServiceNow
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline.
- 10+ years of progressive IT leadership experience in end-user services, service delivery, or IT operations.
- 5+ years managing global managed service providers or outsourced IT support organizations.
- Proven experience leading global Service Desk and End User Computing environments.
- Experience managing distributed teams across multiple geographic regions.
- Expertise in Microsoft 365 ecosystem, Windows endpoint management, and Mobile device management (Intune preferred).
- Proficiency with Microsoft Teams, Identity and access management, and Asset management.
- Strong knowledge of ITSM platforms (ServiceNow preferred).
- Deep understanding of ITIL framework and service management best practices.
- Experience working in regulated industries (pharmaceutical, healthcare, clinical research, or life sciences) preferred.
Responsibilities
- Lead the global strategy, governance, and continuous improvement of end-user IT support services.
- Develop trusted relationships with business leaders to translate business requirements into actionable service expectations.
- Serve as the primary operational relationship manager for outsourced service providers to monitor performance against SLAs and KPIs.
- Oversee global service desk operations, desktop support, executive support, and endpoint lifecycle management.
- Establish and monitor user satisfaction metrics, including CSAT and service quality trends, to champion a customer-first culture.
- Analyze operational trends to implement process improvements that increase efficiency and reduce support costs.
- Mentor and develop internal IT service management staff while fostering collaboration with external partners.
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