Stand Together
is a philanthropic community that helps America’s boldest changemakers tackle the root causes of our country’s biggest problems, from education to the economy, broken communities, and toxic division, among dozens of other pressing issues. We provide our partners with access to resources including funding, thought leadership, a network of peers, and a playbook for applying proven principles to transform lives and society.
Stand Together is seeking a Director of End User Services to deliver an industry-leading employee technology experience by leading our Service Desk organization and workplace-facing technology service teams. You will own the end-user services strategy and operating model, applying modern support practices to improve service quality, increase first-contact resolution, reduce cycle times, and create a scalable, predictable support experience across the community.
This role leads a multi-function support organization that includes a Tiered Service Desk, Executive Deskside Support, IT Asset Management, and IT-focused Employee Lifecycle team, plus an adjacent service team responsible for AV Services and Microsoft Services. You will set the bar for operational excellence, service automation, knowledge maturity, and measurable outcomes—ensuring end-user services are reliable, secure, and financially responsible.
This role is predominantly on-site in Arlington, VA, but hybrid candidates will be considered.
How You Will Contribute
Champion a healthy, principle-led culture
by embedding Principle-Based Management across hiring, onboarding and development; model the principles and ensure they are consistently practicedacross the organization
Own the end-user services vision, roadmap, and practice model
across Service Desk, employee lifecycle IT services, IT asset lifecycle, AV, and Microsoft workplace services, connecting priorities to measurable outcomes (experience, reliability, speed, and cost)
Lead, coach, and scale a high-performing Service Desk operation
with clear skill development, quality assurance, and consistent execution across Tiered Support, Executive Deskside Support, ITAM, and lifecycle teams (onboarding/moves/offboarding)
Establish and enforce operational standards
rooted in ITIL and HDI practices, including incident and request handling, escalation paths, swarming/collaboration models, and “no-surprises” stakeholder communication
Build an executive-grade Executive Support experience
with clear eligibility, response objectives, customer communication standards, and privacy-aware handling while preventing the VIP queue from undermining standard service channels
Own end-user service performance management , including:
Customer/employee experience metrics (CSAT, sentiment, experience drivers)
Operational efficiency metrics (first-contact resolution, time-to-first-response, time-to-resolution, backlog aging, reopen rate)
Quality metrics (ticket hygiene, knowledge usage, repeat contact rate, escalation accuracy)
Cost and productivity metrics (cost per ticket, automation deflection, device lifecycle cost trends)
Define and run service reviews
with stakeholders that turn reporting into action: trends, recurring pain points, root causes, and a prioritized improvement backlog that is delivered and verified
Establish a knowledge-first operating model
(e.g., KCS-aligned practices): governance, article quality standards, coaching, and measurement of knowledge contribution and reuse to reduce repeat incidents and increase self-service success
Scale support through automation and self-service
by implementing high-value deflection and workflow automation (intake, routing, approvals, password/account workflows, device remediation runbooks, and employee lifecycle workflows)
Lead IT Asset Management maturity
across procurement intake, inventory accuracy, lifecycle controls, refresh/reclaim motions, endpoint standards, license/compliance coordination, and audit readiness—treating ITAM as a service enabler, not a spreadsheet exercise
Run employee lifecycle services as a product : standardize onboarding/offboarding, reduce cycle time, improve accuracy, and partner tightly with HR, Security, and Hiring Managers to deliver a consistent “day 1 ready” experience
Own AV and Microsoft service operations outcomes , including service reliability, incident response, user enablement, adoption support, and operational change governance (e.g., updates, releases, policy changes, and communications that minimize disruption)
Drive continual improvement with visible outcomes , including quarterly service improvement themes, reduction of top repeat issues, reduction in manual toil, improved self-service adoption, and clear ROI narratives for operational investments
Manage vendors and financial stewardship
for end-user services (where applicable), including performance management, contract accountability, cost transparency, and investment recommendations
What You Will Bring
You have
10+ years
leading end-user support, service desk, workplace technology, including service delivery accountability and multi-team leadership (you will be managing managers in this role)
You are
deeply fluent in ITIL and HDI practices , and can translate these practices into simple, adopted operating behaviors (not documentation theatre)
You have proven success operating a
tiered support model
and improving flow: better triage, fewer handoffs, faster resolution, higher first-contact resolution
You have built or rebuilt
service desk operating models
that measurably improved: CSAT, resolution time, backlog health, knowledge maturity, and consistency of execution
You are strong in
metrics, analytics, and decision-making : you define what matters, validated data integrity, publish dashboards leadership trusts, and use insights to drive action and accountability
You can lead complex cross-functional workflows (HR + Security + IT + Facilities) with crisp ownership, SLAs, and automation-first execution
You bring high operational discipline: clear expectations, coaching, quality management, incident comms maturity, and continuous improvement that sticks
You communicate with clarity and credibility across all levels—from frontline analysts to executives—balancing empathy for the employee experience with rigor in execution and stewardship
Stand Out Candidates Will Bring
Leadershipexperience
building a high-performing support center (workforce management, QA programs, coaching systems, contact strategy, shift-left practices) serving bothinternal and externalcustomers
Demonstrated success implementing
experience-centered service management
(e.g., XLAs, journey-based measurement, employee experience signals) that improves employee satisfaction and operational efficiency
Experience scaling end-user services with
automation and AI-assisted support
(virtual agents, assisted triage, summarization, intelligent routing) with appropriate governance and quality controls
Strong
knowledge management leadership
(KCS or equivalent), with measurable improvements in deflection, reduced repeat contacts, and faster resolution for common issues
Your experience with service management platforms
(Jira Software and JSM preferred)
is deeperthan the teams delivering them ; you use reporting tools to translate process execution into visible, quantifiable value
Instinctively challenges organizational inertia . Understands that sustainable improvement often requires tearing down legacy structures and has the judgment to know when removal creates more value than addition
Relevant certifications such as
ITIL ,
HDI ,
KCS
(nice-to-have, not a substitute for demonstrated outcomes)
Our Values:
Working at Stand Together is different from many other organizations. Our culture is deeply rooted in Principle Based Management® (PBM®), a framework guided by the principles that drive human progress, such as dignity, openness, and bottom-up empowerment. PBM® empowers our employees to be entrepreneurial, to innovate, and to continually drive transformation.
We believe diversity fuels creativity, broadens knowledge, and helps drive success, and that is why we’re proud to be an Equal Opportunity Employer and strive to treat all employees and applicants with honesty, dignity, respect and sensitivity.
#J-18808-Ljbffr
is a philanthropic community that helps America’s boldest changemakers tackle the root causes of our country’s biggest problems, from education to the economy, broken communities, and toxic division, among dozens of other pressing issues. We provide our partners with access to resources including funding, thought leadership, a network of peers, and a playbook for applying proven principles to transform lives and society.
Stand Together is seeking a Director of End User Services to deliver an industry-leading employee technology experience by leading our Service Desk organization and workplace-facing technology service teams. You will own the end-user services strategy and operating model, applying modern support practices to improve service quality, increase first-contact resolution, reduce cycle times, and create a scalable, predictable support experience across the community.
This role leads a multi-function support organization that includes a Tiered Service Desk, Executive Deskside Support, IT Asset Management, and IT-focused Employee Lifecycle team, plus an adjacent service team responsible for AV Services and Microsoft Services. You will set the bar for operational excellence, service automation, knowledge maturity, and measurable outcomes—ensuring end-user services are reliable, secure, and financially responsible.
This role is predominantly on-site in Arlington, VA, but hybrid candidates will be considered.
How You Will Contribute
Champion a healthy, principle-led culture
by embedding Principle-Based Management across hiring, onboarding and development; model the principles and ensure they are consistently practicedacross the organization
Own the end-user services vision, roadmap, and practice model
across Service Desk, employee lifecycle IT services, IT asset lifecycle, AV, and Microsoft workplace services, connecting priorities to measurable outcomes (experience, reliability, speed, and cost)
Lead, coach, and scale a high-performing Service Desk operation
with clear skill development, quality assurance, and consistent execution across Tiered Support, Executive Deskside Support, ITAM, and lifecycle teams (onboarding/moves/offboarding)
Establish and enforce operational standards
rooted in ITIL and HDI practices, including incident and request handling, escalation paths, swarming/collaboration models, and “no-surprises” stakeholder communication
Build an executive-grade Executive Support experience
with clear eligibility, response objectives, customer communication standards, and privacy-aware handling while preventing the VIP queue from undermining standard service channels
Own end-user service performance management , including:
Customer/employee experience metrics (CSAT, sentiment, experience drivers)
Operational efficiency metrics (first-contact resolution, time-to-first-response, time-to-resolution, backlog aging, reopen rate)
Quality metrics (ticket hygiene, knowledge usage, repeat contact rate, escalation accuracy)
Cost and productivity metrics (cost per ticket, automation deflection, device lifecycle cost trends)
Define and run service reviews
with stakeholders that turn reporting into action: trends, recurring pain points, root causes, and a prioritized improvement backlog that is delivered and verified
Establish a knowledge-first operating model
(e.g., KCS-aligned practices): governance, article quality standards, coaching, and measurement of knowledge contribution and reuse to reduce repeat incidents and increase self-service success
Scale support through automation and self-service
by implementing high-value deflection and workflow automation (intake, routing, approvals, password/account workflows, device remediation runbooks, and employee lifecycle workflows)
Lead IT Asset Management maturity
across procurement intake, inventory accuracy, lifecycle controls, refresh/reclaim motions, endpoint standards, license/compliance coordination, and audit readiness—treating ITAM as a service enabler, not a spreadsheet exercise
Run employee lifecycle services as a product : standardize onboarding/offboarding, reduce cycle time, improve accuracy, and partner tightly with HR, Security, and Hiring Managers to deliver a consistent “day 1 ready” experience
Own AV and Microsoft service operations outcomes , including service reliability, incident response, user enablement, adoption support, and operational change governance (e.g., updates, releases, policy changes, and communications that minimize disruption)
Drive continual improvement with visible outcomes , including quarterly service improvement themes, reduction of top repeat issues, reduction in manual toil, improved self-service adoption, and clear ROI narratives for operational investments
Manage vendors and financial stewardship
for end-user services (where applicable), including performance management, contract accountability, cost transparency, and investment recommendations
What You Will Bring
You have
10+ years
leading end-user support, service desk, workplace technology, including service delivery accountability and multi-team leadership (you will be managing managers in this role)
You are
deeply fluent in ITIL and HDI practices , and can translate these practices into simple, adopted operating behaviors (not documentation theatre)
You have proven success operating a
tiered support model
and improving flow: better triage, fewer handoffs, faster resolution, higher first-contact resolution
You have built or rebuilt
service desk operating models
that measurably improved: CSAT, resolution time, backlog health, knowledge maturity, and consistency of execution
You are strong in
metrics, analytics, and decision-making : you define what matters, validated data integrity, publish dashboards leadership trusts, and use insights to drive action and accountability
You can lead complex cross-functional workflows (HR + Security + IT + Facilities) with crisp ownership, SLAs, and automation-first execution
You bring high operational discipline: clear expectations, coaching, quality management, incident comms maturity, and continuous improvement that sticks
You communicate with clarity and credibility across all levels—from frontline analysts to executives—balancing empathy for the employee experience with rigor in execution and stewardship
Stand Out Candidates Will Bring
Leadershipexperience
building a high-performing support center (workforce management, QA programs, coaching systems, contact strategy, shift-left practices) serving bothinternal and externalcustomers
Demonstrated success implementing
experience-centered service management
(e.g., XLAs, journey-based measurement, employee experience signals) that improves employee satisfaction and operational efficiency
Experience scaling end-user services with
automation and AI-assisted support
(virtual agents, assisted triage, summarization, intelligent routing) with appropriate governance and quality controls
Strong
knowledge management leadership
(KCS or equivalent), with measurable improvements in deflection, reduced repeat contacts, and faster resolution for common issues
Your experience with service management platforms
(Jira Software and JSM preferred)
is deeperthan the teams delivering them ; you use reporting tools to translate process execution into visible, quantifiable value
Instinctively challenges organizational inertia . Understands that sustainable improvement often requires tearing down legacy structures and has the judgment to know when removal creates more value than addition
Relevant certifications such as
ITIL ,
HDI ,
KCS
(nice-to-have, not a substitute for demonstrated outcomes)
Our Values:
Working at Stand Together is different from many other organizations. Our culture is deeply rooted in Principle Based Management® (PBM®), a framework guided by the principles that drive human progress, such as dignity, openness, and bottom-up empowerment. PBM® empowers our employees to be entrepreneurial, to innovate, and to continually drive transformation.
We believe diversity fuels creativity, broadens knowledge, and helps drive success, and that is why we’re proud to be an Equal Opportunity Employer and strive to treat all employees and applicants with honesty, dignity, respect and sensitivity.
#J-18808-Ljbffr