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The Director of End User Support & Services is a critical leadership role tasked with urgently driving the strategic design, implementation, and management of Signature Aviation’s global end-user support services. This role demands rapid transformation by leveraging best-in-class IT service management practices, ticketing systems, and customer-focused technologies to align end-user operations with business objectives. The Director will spearhead innovative solutions, foster business-IT synergy, manage global support teams (internal and outsourced), oversee budgets, vendor management, ensure compliance, and cultivate high-performing teams to deliver world-class IT support services with a sense of urgency.

Essential Duties and Responsibilities

+ Lead with Vision: Direct the end-user operations team to set ambitious goals, craft strategic roadmaps, prioritize high-impact support initiatives, and recruit top talent, fostering a culture of engagement, innovation, and urgency.

+ Drive Operational Excellence: Oversee L1 and L2 support teams delivering 24/7 production support, including triage, advanced troubleshooting, problem management, and root cause analysis to ensure seamless service delivery.

+ Champion Customer Satisfaction: Implement strategies to elevate Customer Satisfaction (CSAT) scores by delivering exceptional end-user experiences and maintaining high service standards.

+ Ensure Robust Compliance: Develop and enforce IT compliance with corporate, regulatory, and industry standards, integrating security and privacy best practices into end-user support processes.

+ Strategic Planning: Collaborate with IT leadership to define and execute a forward-looking strategy for end-user computing, ticketing systems, service desk operations, and SLA management.

+ Manage Outsourced Services: Develop and oversee the appropriate in-sourced and outsourced IT support model, aligning with senior IT leadership’s strategy.

+ Monitor and Optimize Metrics: Define and manage Key Performance Indicators (KPIs) for ticketing metrics, SLAs, and CSAT, ensuring continuous improvement in service delivery.

IT Operations

+ Modernize End-User Support: Oversee IT operations encompassing IT Service Management, End User Computing, ticketing systems, and collaboration tools, ensuring seamless support for Signature Aviation’s global workforce.

+ Automate for Efficiency: Implement automation to streamline support processes, reduce manual intervention, and accelerate ticket resolution across all end-user operations.

+ Elevate Service Delivery: Transform end-user support from reactive to proactive, service-level-driven excellence, incorporating ITIL-based Service Management principles.

+ Optimize Performance: Define and manage KPIs for end-user operations, focusing on operational efficiency, financial performance, and customer satisfaction.

+ Secure and Scale: Ensure continuous, secure operation of end-user computing infrastructure, with robust incident management and business continuity plans.

+ Drive Exceptional Customer Service: Lead the IT support function to sustained, measurable, and continuously improving levels of delivery and performance, fostering a customer-first culture across all IT teams.

+ Incorporate Service Management Principles: Leverage ITIL frameworks to improve service delivery management and ensure optimal achievement of business SLAs.

Vendor Management

+ Strategic Vendor Portfolio: Build and maintain a vendor ecosystem for Managed Service Providers (MSPs), ticketing system providers, and other support-related services to support global operations.

+ Leverage Partnerships: Foster relationships with key vendors to align their technical roadmaps with Signature Aviation’s end-user support goals.

+ Innovate Through Technology: Utilize vendor technologies to deliver cutting-edge support solutions that enhance user experiences at Signature’s global locations.

Minimum Education and/or Experience

+ Bachelor’s degree in Information Technology, Computer Science, or a related discipline from an accredited college or university (or an equivalent combination of education and experience).

+ At least 7+ years of work experience in end-user management and customer service within an IT environment, with at least 5 years in management and leadership roles.

Additional Knowledge and Skills

+ Certifications: ITIL certification(s) (e.g., ITIL Foundation, ITIL Practitioner, or higher) strongly preferred.

+ Proven Leadership: Demonstrated success in leading high-performing, global IT support teams and managing MSP relationships.

+ Technical Expertise: Deep understanding of L1 and L2 support processes, ticketing systems (e.g., ServiceNow, Jira Service Management), SLA management, and CSAT metrics.

+ Process Development: Strong ability to design, implement, and refine IT support processes to enhance operational performance and scalability.

+ Analytical Skills: Proficiency in analyzing ticketing metrics, identifying trends, and implementing data-driven solutions to improve service delivery.

+ Communication: Exceptional interpersonal and communication skills to engage with stakeholders at all levels.

+ Flexibility: Ability to work flexible hours and/or weekends and be available for escalations and emergency response on short notice.

+ Travel: May be required to travel to other locations up to 10% of the time.

With more than 225 locations worldwide, Signature Aviation is the largest global network of private aviation terminals, delivering safe, convenient, and elevated experiences to those we serve. As a premier hospitality organization and a certified Great Place to Work™, we are committed to redefining private air travel. Our nearly 6,000-strong team of aviation experts and enthusiasts is dedicated to delivering excellence to our guests and communities, and it starts with taking care of our team. Signature provides a variety of benefits, programs, and resources to support our team members’ overall well-being and professional development. We proudly volunteer and give back, focusing on elevating the neighborhoods where we operate, empowering the next generation of aviation professionals, and supporting our veterans.

From your health to your financial wellness, there are several benefits for you and your family when joining Signature Aviation.

Our Benefits:

+ Medical/prescription drug, dental, and vision Insurance

+ Health Savings Account

+ Flexible Spending Accounts

+ Life Insurance

+ Disability Insurance

+ 401(k)

+ Critical Illness, Hospital Indemnity and Accident Insurance

+ Identity Theft and Legal Services

+ Paid time off

+ Paid Maternity Leave

+ Tuition reimbursement

+ Training and Development

+ Employee Assistance Program (EAP) & Perks

Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.