ParsonsKellogg ยท 2 months ago
Senior Director, End User Services
United States
Full-time
Remote
Director/Executive
$145K/yr - $261K/yrParsons is a leading company in defense and critical infrastructure, seeking a Senior Director of End User Services. The role involves optimizing IT support and services to ensure seamless technology experiences for end-users, while leading a high-performing organization and managing vendor relationships.
AdvertisingMarketing
Responsibilities
Build and lead a high-performing organization, including hiring, coaching, workforce planning, and on-call/shift rotations
Ensure operational excellence through service-level agreements (SLAs), key performance indicators (KPIs), and continuous improvement practices
Drive the implementation of modern endpoint management tools (e.g., Intune, SCCM, JAMF) and automation to improve efficiency and reduce manual effort
Oversee lifecycle management of enterprise devices (in partnership with Asset Management), including procurement, deployment, patching, upgrades, and secure decommissioning
Oversee deployment and management of a Configuration Management Database (CMDB) toolset
Partner with cybersecurity teams to ensure endpoint compliance, patching, and vulnerability management
Define and maintain enterprise device standards, images, and configuration baselines
Lead the PC standards committee
Promote adoption of End User technologies that improve the digital workplace experience
Partner with Enterprise/Domain Architecture and Solutions Engineering end User strategy and standards
Own Change Control Board (CAB) processes and results
Ensure all Root Cause Analysis and After Actions are completed effectively
Act as the senior point of escalation for executive and critical business users
Collaborate with IT leadership, Business Relationship Managers (BRM), business units, and vendors to ensure service alignment and customer satisfaction
Manage vendor relationships and negotiate contracts for hardware, software, and service providers
Manage multi-million-dollar OpEx/CapEx budgets; optimize toolsets for service
Lead vendor/carrier selection, contract negotiations, and SLA enforcement; drive measurable value
Qualification
Required
Proven ability to Achieve measurable improvement in end user satisfaction scores through enhanced responsiveness, communication, and proactive support
Experience implementing standardized SLAs and KPIs across service desk and support functions, with consistent monthly reporting and accountability
Expertise in deployment and adoption of modern endpoint management tools and automation, reducing manual effort and improving patch compliance
Proven ability to lead and manage a team of IT professionals
Ability to communicate and collaborate effectively with technical and non-technical audiences
Ability to diagnose and resolve complex issues. In addition, Strong background in Service Desk processes and integration with asset management toolsets
Strong experience managing complex budgets with multiple cost centers
Ability to manage projects in the End User Services portfolio
Preferred
Knowledge of PC deployment and the ability to drive improvements in customer satisfaction with delivery and repair assets
Knowledge of CMDB toolsets and integrations and experience managing CMDB
Benefits
Medical
Dental
Vision
Paid time off
Employee Stock Ownership Plan (ESOP)
401(k)
Life insurance
Flexible work schedules
Holidays
Company
ParsonsKellogg
ParsonsKellogg has stood apart in the $20 billion promotional products industry.
Founded in 2001
51-200 employees
H1B Sponsorship
ParsonsKellogg has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Growth StageRecent News
Providence Business News
2025-08-05
Company data provided by crunchbase