Jobot is hiring: Director, IT Service Desk & End User Experience (Enterprise & D

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Job Details

Lead and transform enterprise IT support across mult-site operations, owning the Service Desk, end‑user experience, and ITSM strategy!

This Jobot Job is hosted by: Liz Valdez.

Are you a fit? Easy Apply now by clicking the "Easy Apply" button and sending us your resume.

Salary: $155,000 – $175,000 per year.

A bit about us

Join a mission‑driven leader in pharmaceutical distribution with a strong compliance reputation, where you'll work on high‑impact anti‑diversion efforts that protect communities—all within a tight‑knit, collaborative team and a stable, growth‑focused environment.

Why join us

• Comprehensive Health benefits + EAP
• 401(k), Profit Sharing Retirement Plan
• Tuition Reimbursement Program
• HSA, FSA, Dependent Care Flex Spending Account
• Life, AD&D, & AFLAC Plans
• Paid Vacation/Holidays
• Paid Sick Leave

What You’ll Own

• Enterprise Service Desk strategy, performance, and SLAs
• Tiered support model (Tier 1–3), escalation paths, and service quality
• End‑user support across office + warehouse/distribution environments
• Microsoft 365 / O365 administration oversight (Outlook, Teams, SharePoint)
• Endpoint lifecycle (provisioning, imaging, deployment, refresh, asset tracking)
• IT asset governance, inventory accuracy, and audit readiness
• ITSM processes: incident, problem, change, knowledge, asset
• Service KPIs, reporting cadence, and continuous improvement initiatives
• Vendor management (endpoints, printers, warehouse devices, leasing)

What Makes This Role Unique

• Direct impact on business‑critical operations in warehouse/distribution environments
• Ownership of both service desk AND end‑user ecosystem (not just tickets)
• Opportunity to build structure, maturity, and automation in ITSM
• Highly cross‑functional with Infrastructure, Security, and Operations leadership

What You Bring

• 8+ years in IT support / end‑user services (multi‑site environment required)
• 5+ years leading Service Desk or End User Support teams
• Strong experience with ITSM frameworks (incident, problem, change, asset)
• SLA/KPI ownership and service improvement
• Microsoft 365 / O365 support environments
• Endpoint lifecycle + asset management
• Proven ability to reduce repeat incidents and improve service performance
• Experience supporting warehouse/distribution operations (or similar uptime‑critical environments)

Highly Preferred

• Experience supporting Zebra, Honeywell, RF scanners, label printers
• Exposure to Intune, JAMF, or MDM tools
• ITIL environment experience
• Experience supporting remote/hybrid workforce at scale

Leadership Profile

• Strong people leader (coaching, accountability, performance management)
• Data‑driven operator (KPIs, trends, continuous improvement)
• Excellent communicator (exec‑level reporting + incident comms)
• Process builder who can scale and standardize operations

Interested in hearing more? Easy Apply now by clicking the "Easy Apply" button.