To Apply for this Job Click Here
Director End User Computing & Collaboration
Location: Plano, TX preferred – remote secondarily
Reports to: VP IT Operations and Service Delivery
Employment type: Full time individual contributor or people manager (title flexible by experience)
Lead End User Computing and Collaboration to deliver a reliable, secure, and productive digital workplace across corporate and shift environments. Own device lifecycle, unified endpoint management, UCaaS and collaboration platforms, service desk integration, field support, and vendor MSP relationships to ensure excellent employee experience during a carve‑out and into steady state.
Key responsibilities
Endpoint strategy and lifecycle
— Define and operate device provisioning, standard images, patching, asset management, and secure decommissioning for laptops, desktops, mobile and specialty devices.
Collaboration platform ownership
— Manage UCaaS, meetings, messaging, content collaboration and enterprise voice services; drive adoption, governance and cost optimization.
Service desk integration
— Partner with Service Desk MSP and internal support teams to ensure effective ticket routing, SLA compliance, escalation flows and high first contact resolution.
Field support and shift coverage
— Own onsite and shift support models, vendor rosters for second/third shift coverage, campus services and breakfix workflows.
Endpoint security and compliance
— Enforce EDR/XDR, device configuration baselines, encryption, MDM policies and audit evidence in collaboration with Security and Platform teams.
Vendor and MSP management
— Manage MSP performance, scorecards, SOWs and OBRs; ensure SLA delivery, escalation handling and contract hygiene.
Automation and tooling
— Implement UEM, automated provisioning, self‑service portals, remote support tools and knowledge base improvements to reduce manual work and speed MTTR.
Change enablement and training
— Coordinate communications, training and adoption campaigns for platform changes, device refreshes and collaboration tools.
Cost control and asset reporting
— Maintain asset inventory, lifecycle cost forecasts, and drive cost efficiencies through standardization and vendor negotiations.
People leadership and development
— Hire, coach and scale a high performing support organization; define career paths for technicians and leads.
Minimum qualifications
6+ years in end user computing or desktop support leadership with 3+ years managing teams or MSP relationships.
Solid understanding of endpoint security controls, EDR, encryption, MDM and compliance evidence requirements.
Demonstrated success managing outsourced support providers and driving SLA improvements.
Strong stakeholder skills and experience coordinating across IT functions during migrations or cutovers.
Bachelor’s degree in IT, Computer Science, or equivalent experience; relevant certifications desirable.
Preferred experience
Carve‑out, Day‑Shift or rapid migration experience supporting tight cutover windows.
Experience supporting hybrid work models and multi‑shift operations.
Background in hospitality, retail or high‑scale consumer operations.
Familiarity with device procurement lifecycle and cost allocation models.
Core competencies
User focus
— prioritizes employee experience and practical outcomes.
Operational rigor
— process oriented with strong runbook discipline and SLA accountability.
Vendor savvy
— enforces performance with scorecards and commercial rigor.
Technical credibility
— can design tool stacks and evaluate vendors with engineers.
People builder
— coaches technicians into reliable, customer‑centric teams.
Success metrics first 6–12 months
First contact resolution and CSAT improvements versus baseline.
Reduction in device provisioning lead time and incident MTTR.
MSP SLA compliance and improved vendor scorecard ratings.
Successful completion of device refresh or cutover milestones with minimal user impact.
Implementation of at least one automation or self‑service capability reducing manual effort.
Typical org relationships
Reports to: VP IT Operations and Service Delivery
Direct partners: Service Desk Manager, SRE/Platform, Security, Business Systems, Procurement, HR and external MSPs.
Direct reports: Field Support Leads, Desktop Technicians, Collaboration Engineers, and MSP vendor contacts.
Compensation logistics
Competitive salary and benefits; range set by market benchmarks.
Immediate or short notice start preferred.
To Apply for this Job Click Here Equal Employment Opportunity Statement Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.
#J-18808-Ljbffr
Key responsibilities
Endpoint strategy and lifecycle
— Define and operate device provisioning, standard images, patching, asset management, and secure decommissioning for laptops, desktops, mobile and specialty devices.
Collaboration platform ownership
— Manage UCaaS, meetings, messaging, content collaboration and enterprise voice services; drive adoption, governance and cost optimization.
Service desk integration
— Partner with Service Desk MSP and internal support teams to ensure effective ticket routing, SLA compliance, escalation flows and high first contact resolution.
Field support and shift coverage
— Own onsite and shift support models, vendor rosters for second/third shift coverage, campus services and breakfix workflows.
Endpoint security and compliance
— Enforce EDR/XDR, device configuration baselines, encryption, MDM policies and audit evidence in collaboration with Security and Platform teams.
Vendor and MSP management
— Manage MSP performance, scorecards, SOWs and OBRs; ensure SLA delivery, escalation handling and contract hygiene.
Automation and tooling
— Implement UEM, automated provisioning, self‑service portals, remote support tools and knowledge base improvements to reduce manual work and speed MTTR.
Change enablement and training
— Coordinate communications, training and adoption campaigns for platform changes, device refreshes and collaboration tools.
Cost control and asset reporting
— Maintain asset inventory, lifecycle cost forecasts, and drive cost efficiencies through standardization and vendor negotiations.
People leadership and development
— Hire, coach and scale a high performing support organization; define career paths for technicians and leads.
Minimum qualifications
6+ years in end user computing or desktop support leadership with 3+ years managing teams or MSP relationships.
Solid understanding of endpoint security controls, EDR, encryption, MDM and compliance evidence requirements.
Demonstrated success managing outsourced support providers and driving SLA improvements.
Strong stakeholder skills and experience coordinating across IT functions during migrations or cutovers.
Bachelor’s degree in IT, Computer Science, or equivalent experience; relevant certifications desirable.
Preferred experience
Carve‑out, Day‑Shift or rapid migration experience supporting tight cutover windows.
Experience supporting hybrid work models and multi‑shift operations.
Background in hospitality, retail or high‑scale consumer operations.
Familiarity with device procurement lifecycle and cost allocation models.
Core competencies
User focus
— prioritizes employee experience and practical outcomes.
Operational rigor
— process oriented with strong runbook discipline and SLA accountability.
Vendor savvy
— enforces performance with scorecards and commercial rigor.
Technical credibility
— can design tool stacks and evaluate vendors with engineers.
People builder
— coaches technicians into reliable, customer‑centric teams.
Success metrics first 6–12 months
First contact resolution and CSAT improvements versus baseline.
Reduction in device provisioning lead time and incident MTTR.
MSP SLA compliance and improved vendor scorecard ratings.
Successful completion of device refresh or cutover milestones with minimal user impact.
Implementation of at least one automation or self‑service capability reducing manual effort.
Typical org relationships
Reports to: VP IT Operations and Service Delivery
Direct partners: Service Desk Manager, SRE/Platform, Security, Business Systems, Procurement, HR and external MSPs.
Direct reports: Field Support Leads, Desktop Technicians, Collaboration Engineers, and MSP vendor contacts.
Compensation logistics
Competitive salary and benefits; range set by market benchmarks.
Immediate or short notice start preferred.
To Apply for this Job Click Here Equal Employment Opportunity Statement Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.
#J-18808-Ljbffr