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Associate Director, Technology Support Services (Remote in PST/MST/CST)

3 weeks, 3 days ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Confluence Salesforce
Apply Now
EP Wealth

EP Wealth

EP Wealth provides comprehensive wealth management services by offering personalized financial planning, tax integration, and estate planning, all tailored to help clients achieve their unique financial goals.

Capital Markets
251-1K
Founded 2004
View All Jobs 5

Description

  • Lead service desk operations, ticket triage, escalations, onboarding/offboarding support, asset coordination, branch support, knowledge management, and reporting.
  • Own the employee-facing support model, including intake, routing, prioritization, communications, service recovery, and support experience.
  • Manage service desk performance through metrics including FCR, MTTR, SLA attainment, backlog age, CSAT, ticket quality, and request fulfillment time.
  • Own and continuously improve the enterprise ITSM platform, workflows, service catalog, automation, dashboards, integrations, governance, and data quality.
  • Develop knowledge management and KCS practices, self-service capabilities, service catalog content, and support documentation.
  • Standardize onboarding, offboarding, device recovery, software assignment, asset inventory, and lifecycle management processes.
  • Establish proactive branch support through monitoring, alerting, dashboards, ticket correlation, trend reporting, and escalation management.
  • Lead appropriate adoption of AI, virtual agents, intelligent routing, workflow automation, and guided self-service with security and compliance controls.
  • Lead technology support readiness and post-go-live hypercare for M&A integrations and business transitions.
  • Manage vendors, budgets, renewals, security-aligned support processes, executive reporting, and continual improvement initiatives.

Requirements

  • 8+ years of progressive experience in IT service management, technology support, enterprise support, service desk leadership, or IT operations.
  • 3+ years of people leadership experience managing service desk, ITSM, endpoint, enterprise, or employee-facing technology teams.
  • Strong practical knowledge of ITIL 4 practices, including incident, request, change, problem, knowledge, service catalog, service level, supplier, reporting, and continual improvement management.
  • Experience owning or administering an enterprise ITSM platform such as Jira Service Management, ServiceNow, BMC Helix, Ivanti, OpenText SMAX, ManageEngine, or equivalent.
  • Experience with ITSM workflow design, service catalogs, queues, automation, approvals, SLAs, dashboards, data quality, and platform governance.
  • Experience improving service desk performance, ticket quality, routing, escalations, knowledge management, SLA reporting, CSAT, and operational metrics.
  • Experience supporting workplace platforms such as Microsoft 365, Teams, Zoom, Slack, Adobe, Chrome, Salesforce, endpoints, and SaaS applications.
  • Experience with onboarding/offboarding, physical asset management, device recovery, endpoint support, vendor management, and distributed branch environments.
  • Strong security mindset and experience with identity verification, access controls, endpoint compliance, phishing response, privileged support, audit readiness, or regulated environments.
  • Excellent leadership, communication, stakeholder management, vendor management, data analysis, and executive reporting skills; 15% travel required. Preferred qualifications include ITIL certification, financial services experience, Jira/Confluence, KCS, AI-enabled support, M&A integrations, and Microsoft Entra ID or Intune experience.

Benefits

  • 11 paid holidays plus 2 floating holidays.
  • Paid parental leave and paid volunteer time.
  • Flexible work schedule and fully remote work arrangement.
  • Highly subsidized health, dental, and vision plans.
  • 401(k) with company matching contributions.
  • Mental health services, life insurance, short- and long-term disability insurance, FSA/HSA, and an employee assistance program.
  • Educational expense reimbursement, financial education, charitable donation support, referral incentives, and team-building activities.

Interested in this position?

Apply directly on the company website

Apply Now

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