IT Director – End User Services
| Company | Western Digital |
|---|---|
| Location | San Jose, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Expert or higher |
Requirements
- 10+ years of experience in IT end user services, with at least 5 years in a leadership role overseeing global support teams, user experience and operations
- Experience in developing and implementing best practices for end user support. Ability to identify opportunities for process improvements and drive operational efficiencies.
- Ability to manage vendor service levels and ensure contractual obligations are met.
- Strong knowledge of ITIL framework and service management best practices.
- Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk) in a global enterprise setting.
- Proficiency with device management systems and with troubleshooting IT end user issues.
- Proven experience in strategic IT planning and execution at a global level.
- Excellent leadership, problem-solving, and communication skills.
- Ability to manage multiple priorities and complex projects in a dynamic, fast-paced environment.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
Responsibilities
- Lead and manage global IT support teams, including help desk technicians and regional IT leaders.
- Deliver timely and effective solutions to IT end user support requests and issues while aligning with service level agreements (SLAs) and ensuring an exceptional customer experience.
- Develop and implement IT support policies, standards, and procedures to enhance efficiency and ensure consistency across all locations.
- Align IT support strategies with business goals, working closely with other IT teams and leadership.
- Manage vendor relationships and evaluate IT service providers
- Develop and maintain IT support training programs for staff and end-users across global offices.
- Provide strategic technical guidance and mentorship to IT support personnel worldwide.
- Prepare and present reports on IT support performance, trends, and key metrics to executive leadership.
- Ensure compliance with IT security policies, data protection regulations, and industry best practices on a global scale.
- Lead or participate in major IT projects, system upgrades, and digital transformation initiatives to support the company’s international growth.
Preferred Qualifications
- ITIL certification or other relevant IT service management certifications.
- Project management experience (PMP, Agile, or Scrum certification is an advantage).