Director - IT Service Desk & End-User Support

To be considered for this role, you must complete the associated challenge

You will lead arrivia's Service Desk and end-user support for roughly 2,000 employees, delivering a fast, consistent, self-service-first experience while shrinking manual toil through knowledge and AI deflection. You own Tier-1 and Tier-2 support, device imaging and lifecycle, and the Day-1 onboarding experience, and you make self-service and AI the default path to resolution. You'll build the team, the knowledge base, and the automation that keep support fast and consistent.

Reports to: EVP - IT & Security / Chief Information Officer (CIO) Direct Reports: Yes - leads the Service Desk & Tech Support team of approximately 24 (current 20, target 24)

WHAT YOU'LL DO

• Operate the Service Desk practice (ITIL 4) as the single point of contact: ticket intake, first response, and Tier-1 incident handling.
• Run Incident Management (Tier-1/Tier-2) and Service Request Management / request fulfillment for standard end-user requests, including password/MFA reset execution (ITIL 4).
• Own Deployment Management for end-user devices - imaging, provisioning, and lifecycle - and execute end-user endpoint patching and EOL replacement (ITIL 4; NIST CSF 2.0 Protect, scoped to end-user endpoints).
• Manage AV and conference-room technology and own the end-user knowledge base and self-service catalog content (ITIL 4 Knowledge Management).
• Operate Mobile Device Management (MDM) and mobile app provisioning for end-user devices (CIS Controls 1-2, endpoint asset/software inventory).
• Own Digital Employee Experience (DEX) telemetry and proactive / self-healing remediation (ITIL 4 Monitoring & Event Management).
• Manage hardware return/recovery logistics and VIP/executive and accessibility support.
• Measure experience (XLA/CSAT) to SDI/HDI service-desk standards and feed ticket-trend analytics into Problem Management (owned by Change).
• AI: Govern the AI support copilot and first-line AI self-service, and refer suspected shadow-AI to App & AI Security per the enterprise AI-use policy.

HOW THIS ROLE FITS THE TEAM

• Identity owns Access Control and Authentication (ISO/IEC 27001:2022 A.5.15-A.5.17; NIST SP 800-63) - this role executes end-user resets and enrollment at Tier-1.
• Change & Configuration Management owns Problem Management and Change Enablement (ITIL 4) - this role feeds incident and trend data into them.
• Infrastructure & Cloud owns EUS patching (ISO/IEC 27001:2022 A.8.8) - this role owns end-user endpoint patching only.

WHAT SUCCESS LOOKS LIKE

• ≥90% first-contact resolution on Tier-1 tickets; median time-to-resolution ≤4 business hours.
• Deflect ≥30% of inbound tickets via knowledge base and AI self-service.
• Day-1 device readiness on the start date for ≥98% of joiners.
• Endpoint patch compliance ≥95% within 14 days; zero unremediated EOL devices.
• Automate ≥40% of routine fulfillment (resets, standard installs, access requests) via self-service and agentic workflows.

KEY PROJECTS

• AI service desk + self-healing endpoints (DEX) (Now) - GenAI self-service plus proactive endpoint remediation.
• Passwordless / passkey + self-service recovery (Now) - In support of Identity; removes the #1 ticket category.
• Zero-touch JML automation (Now) - HR-triggered provisioning for Day-1 readiness.

Bachelor's degree in MIS, Computer Science, IT, or a related field, or a minimum of 7 years in IT support. 5+ years leading a service desk or end-user-computing team in an organization of comparable scale. Deep experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and ITIL v4 service-operation practices. Hands-on experience with endpoint management (Intune, SCCM/Configuration Manager, or Jamf) and MDM. Experience with Digital Employee Experience (DEX) tooling (e.g., Nexthink, 1E) and self-healing remediation. Experience running a knowledge base and self-service program (e.g., Knowledge-Centered Service). Strong track record improving first-contact resolution, deflection, and CSAT/XLA metrics. Experience automating fulfillment and onboarding (JML) workflows. People-leadership experience: hiring, coaching, scheduling, and performance management. Ability to translate complex technology issues into language a wide range of audiences can understand. ITIL v4 Foundation required; HDI or CompTIA A+ preferred.

Welcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we're a merger of three powerhouse brands - ICE, SOR Technology, and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We're focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us as we continue our path to deliver innovative solutions and take charge of change.

Our Core Values:

• Stay Curious - Explore new challenges and make space to learn, grow and improve
• Keep it Real - Earn trust through open, honest and clear communication
• Own it - Seek ways to make an impact and take action
• Win Together - Create a culture of connection and inclusion where everyone can be their best

We believe in bringing your whole self to work every single day. We accept people for who they are, and are proud to consider everyone on an equal opportunity basis without regard to race, color, religion, sex, gender, gender identity or expression, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service, or other non-merit factor.