Director, End User Service
Corient, Austin, TX, United States
At Corient, we help high- and ultra-high-net-worth individuals and families to enjoy a full life, while enabling them to preserve their wealth for future generations, and provide for the people, causes and communities they care about. We focus on exceeding expectations, simplifying lives, and establishing legacies that last for generations. We are always looking for talented and motivated individuals to join our team. If you want to work for a company that values your contributions and supports your growth, we would like to meet you.
Overview The Director of End User Services is responsible for delivering a seamless, high-quality technology experience for all employees, including executive and VIP users. This role provides strategic and operational leadership across deskside support, audio visual (AV) services, VIP support, service delivery, hardware asset management, and IT service management. The Director leads and develops a team of Deskside Support Engineers and ensures end user services are reliable, scalable, and aligned with business priorities. This role requires a strong people leader with deep experience in IT operations, customer-focused service delivery, and continuous improvement. This position will report to the VP, End User Experience
Responsibilities
People Leadership & Team Management
Lead, coach and develop a team of Deskside Support Engineers, including performance management, career development and succession planning.
Set clear expectations, service standards, and accountability for end user, AV and VIP support.
Foster a culture of ownership, professionalism, and white‑glove customer service.
Service Delivery
Own the end‑to‑end delivery of deskside, AV and Executive support services.
Ensure a consistent, high‑touch support experience for senior leaders and business‑critical users.
Serve as an escalation point for executive and high‑impact incidents.
Define, measure, and continuously improve SLAs, KPIs and customer satisfaction metrics.
Audio Visual Support
Oversee support for conference rooms, meeting spaces and collaboration technologies.
Ensure reliable operation of AV systems, including video conferencing and hybrid meeting solutions.
Establish AV standards, support models and preventive maintenance practices.
Partner with Facilities/Real Estate and vendors to plan, deploy and upgrade AV technologies.
IT Service Management
Oversee ITSM processes including incident, request, problem, and change management.
Ensure alignment with ITIL best practices and organizational governance.
Drive root cause analysis and continuous service improvement initiatives.
Optimize the use of an ITSM platform such as ServiceNow, Jira Service Management or HaloITSM to manage workflows, reporting and automation.
Partner with other IT teams to ensure effective tool configuration, adoption and data quality.
Hardware Asset Management
Own the full lifecycle management of end‑user hardware assets (procurement, deployment, refresh and disposal).
Ensure accurate asset tracking, compliance and cost control.
Define hardware standards and refresh strategies to support productivity and security.
Optimize asset utilization and vendor relationships.
Strategy and Continuous Improvement
Assist in the development and execution of the end‑user services strategy and roadmap.
Identify opportunities to improve efficiency, automation and the overall employee technology experience.
Report on service performance, trends, and improvement initiatives to IT leadership.
Required Qualifications
A bachelor’s degree in information technology, Computer Science, or a closely related discipline is required.
10+ years of experience in end user support, desktop services or IT operations.
7+ years of people management, leading technical support teams.
Demonstrated experience delivering VIP or executive-level support.
Strong experience with IT service management (ITIL preferred).
Hands‑on experience using and administering ITSM tools such as ServiceNow, Jira Service Management or HaloITSM.
Proven experience managing service delivery metrics such as SLAs, KPIs and customer satisfaction.
Excellent leadership, communication and stakeholder management skills.
Experience in financial services or regulated industries is preferred.
Preferred Qualifications
ITIL certification (Foundation or higher)
Experience supporting enterprise collaboration platforms (e.g. Microsoft Teams, Zoom)
Experience leading multi‑site or enterprise‑scale support teams.
Experience implementing or significantly improving ITSM platforms.
Physical Requirements
This position requires the physical capabilities to work in an office environment, which may include prolonged periods of sitting at a desk and working on a computer. Corient seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.
This position is required to work on site 5 days per week.
This position requires up to 25+% travel, domestically and internationally.
U.S. Eligibility Requirements
Must be 18 years of age or older.
Must be willing to submit a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation.
Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Corient hires U.S. citizens or permanent residents. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Corient will require proof of work authorization.
Corient participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S. If E‑Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E‑Verify once you have accepted a job offer and completed the Form I‑9.
Must be willing to execute Corient’s Employee Agreement or Confidentiality and Non‑Disclosure Agreement, which require, among other things, post‑employment obligations relating to non‑solicitation, confidentiality, and non‑disclosure.
What You Can Expect From Us
401(k) Plan with Employer Matching
Four Medical Plan options that is generously subsidized by Corient
Employer paid Dental, Vision & Life and AD&D Insurance
Employer paid Short‑term & Long‑term Disability
Paid Maternity & Parental Leave
Flexible Spending Accounts & Health Savings Accounts
Dependent Care FSA
Commuter & Transit FSA
Corporate Discount Program – Perkspot
Training Reimbursement
Paid Professional Designations
Giving back to the community – Volunteer days
Corient is one of the fastest‑growing wealth management platforms in the United States. We serve more than 10,000 clients and manage over $100 billion of assets through offices located across the country. We combine a boutique’s personal service, creativity and objective advice with the extensive resources and vast intellectual capital of an innovative industry leader to create a profoundly different wealth management experience for our clients.
Full participation of all employees in a safe, healthy, and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honor this commitment in their daily responsibilities.
We are an equal opportunity employer. All candidates will be recruited and, if applicable, selected and employed without regard to sex, race, religion, marital status, veteran status, age, national origin, sexual orientation, gender identity, color, creed, ancestry, disability, genetic information or any other basis prohibited by law.
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Overview The Director of End User Services is responsible for delivering a seamless, high-quality technology experience for all employees, including executive and VIP users. This role provides strategic and operational leadership across deskside support, audio visual (AV) services, VIP support, service delivery, hardware asset management, and IT service management. The Director leads and develops a team of Deskside Support Engineers and ensures end user services are reliable, scalable, and aligned with business priorities. This role requires a strong people leader with deep experience in IT operations, customer-focused service delivery, and continuous improvement. This position will report to the VP, End User Experience
Responsibilities
People Leadership & Team Management
Lead, coach and develop a team of Deskside Support Engineers, including performance management, career development and succession planning.
Set clear expectations, service standards, and accountability for end user, AV and VIP support.
Foster a culture of ownership, professionalism, and white‑glove customer service.
Service Delivery
Own the end‑to‑end delivery of deskside, AV and Executive support services.
Ensure a consistent, high‑touch support experience for senior leaders and business‑critical users.
Serve as an escalation point for executive and high‑impact incidents.
Define, measure, and continuously improve SLAs, KPIs and customer satisfaction metrics.
Audio Visual Support
Oversee support for conference rooms, meeting spaces and collaboration technologies.
Ensure reliable operation of AV systems, including video conferencing and hybrid meeting solutions.
Establish AV standards, support models and preventive maintenance practices.
Partner with Facilities/Real Estate and vendors to plan, deploy and upgrade AV technologies.
IT Service Management
Oversee ITSM processes including incident, request, problem, and change management.
Ensure alignment with ITIL best practices and organizational governance.
Drive root cause analysis and continuous service improvement initiatives.
Optimize the use of an ITSM platform such as ServiceNow, Jira Service Management or HaloITSM to manage workflows, reporting and automation.
Partner with other IT teams to ensure effective tool configuration, adoption and data quality.
Hardware Asset Management
Own the full lifecycle management of end‑user hardware assets (procurement, deployment, refresh and disposal).
Ensure accurate asset tracking, compliance and cost control.
Define hardware standards and refresh strategies to support productivity and security.
Optimize asset utilization and vendor relationships.
Strategy and Continuous Improvement
Assist in the development and execution of the end‑user services strategy and roadmap.
Identify opportunities to improve efficiency, automation and the overall employee technology experience.
Report on service performance, trends, and improvement initiatives to IT leadership.
Required Qualifications
A bachelor’s degree in information technology, Computer Science, or a closely related discipline is required.
10+ years of experience in end user support, desktop services or IT operations.
7+ years of people management, leading technical support teams.
Demonstrated experience delivering VIP or executive-level support.
Strong experience with IT service management (ITIL preferred).
Hands‑on experience using and administering ITSM tools such as ServiceNow, Jira Service Management or HaloITSM.
Proven experience managing service delivery metrics such as SLAs, KPIs and customer satisfaction.
Excellent leadership, communication and stakeholder management skills.
Experience in financial services or regulated industries is preferred.
Preferred Qualifications
ITIL certification (Foundation or higher)
Experience supporting enterprise collaboration platforms (e.g. Microsoft Teams, Zoom)
Experience leading multi‑site or enterprise‑scale support teams.
Experience implementing or significantly improving ITSM platforms.
Physical Requirements
This position requires the physical capabilities to work in an office environment, which may include prolonged periods of sitting at a desk and working on a computer. Corient seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.
This position is required to work on site 5 days per week.
This position requires up to 25+% travel, domestically and internationally.
U.S. Eligibility Requirements
Must be 18 years of age or older.
Must be willing to submit a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation.
Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Corient hires U.S. citizens or permanent residents. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Corient will require proof of work authorization.
Corient participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S. If E‑Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E‑Verify once you have accepted a job offer and completed the Form I‑9.
Must be willing to execute Corient’s Employee Agreement or Confidentiality and Non‑Disclosure Agreement, which require, among other things, post‑employment obligations relating to non‑solicitation, confidentiality, and non‑disclosure.
What You Can Expect From Us
401(k) Plan with Employer Matching
Four Medical Plan options that is generously subsidized by Corient
Employer paid Dental, Vision & Life and AD&D Insurance
Employer paid Short‑term & Long‑term Disability
Paid Maternity & Parental Leave
Flexible Spending Accounts & Health Savings Accounts
Dependent Care FSA
Commuter & Transit FSA
Corporate Discount Program – Perkspot
Training Reimbursement
Paid Professional Designations
Giving back to the community – Volunteer days
Corient is one of the fastest‑growing wealth management platforms in the United States. We serve more than 10,000 clients and manage over $100 billion of assets through offices located across the country. We combine a boutique’s personal service, creativity and objective advice with the extensive resources and vast intellectual capital of an innovative industry leader to create a profoundly different wealth management experience for our clients.
Full participation of all employees in a safe, healthy, and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honor this commitment in their daily responsibilities.
We are an equal opportunity employer. All candidates will be recruited and, if applicable, selected and employed without regard to sex, race, religion, marital status, veteran status, age, national origin, sexual orientation, gender identity, color, creed, ancestry, disability, genetic information or any other basis prohibited by law.
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