Senior Director, End User Support
Core
Leading a global End User Support organization delivering best-in-class technology support and services to NYT employees and contractors.
Role type
Senior Director, End User Support
Builds
Reliable, secure, and modern end user capabilities for NYT staff across hybrid and remote environments.
Domain
Media/Publishing, IT Operations, End User Support
Deliverable
Infrastructure
Required skills
IT Service Management (ITSM), multi-level team leadership, budget management, vendor management, SLA/KPI definition, strategic transformation, automation implementation, cross-functional partnership, union relations, business continuity planning
Preferred skills
Global support experience, ITIL/ITSM certification, ServiceNow expertise, MDM/EDR tools, transformation initiatives, union environment experience, media/publishing background
Technologies
ServiceNow, Jamf, Intune
Responsibilities
Lead global End User Support organization including Help Desk, Technical Support, and Executive Support; Own day-to-day operations ensuring high availability and quality; Implement and enhance ITSM framework; Define and report on KPIs and SLAs; Establish escalation paths for major incidents; Develop multi-year roadmap for modernization and automation; Manage, mentor, and develop a diverse global team; Manage annual budget for hardware and optimize costs; Evaluate and manage third-party service providers; Ensure compliance with security and privacy requirements.
Seniority
Senior Director, strategic leadership & operational oversight
