Director, Service Desk and End User Services

Director, Service Desk and End User Services

Temecula, CA, USA

Posted Friday, March 6, 2026 at 4:45 AM | Expires Sunday, April 5, 2026 at 7:57 AM

Job Title

Director, Service Desk & End User Services

Department

IS Infrastructure

FLSA Class

Exempt

Salary Grade

Revised Date

02.19.2026

Position Summary

The Director, Service Desk & End User Services provides enterprise leadership for FFF Enterprises’ end-user support ecosystem across office, warehouse, and distribution center environments. This role is responsible for the strategy, governance, and performance of the Service Desk and End User Services function, ensuring consistent, high-quality support experiences across all sites and work modalities (onsite, remote, hybrid). The Director leads the tiered support organization and the IT inventory/data function, and oversees the Office 365 administration capability to ensure stable operations, consistent administration standards, and alignment with access controls and security requirements.

This position establishes and drives IT Service Management (ITSM) disciplines measurable service outcomes, and continuous improvement programs to reduce recurring incidents, improve service predictability, strengthen asset accuracy and audit readiness, and elevate the end-user experience. The Director partners closely with Infrastructure, Information Security, Applications, and Operations leadership to align support capabilities with business-critical needs and to ensure operational readiness across all sites.

Essential Functions and Duties

User Support & Troubleshooting

• Own the enterprise service model for end-user support, including intake, triage, escalation pathways, and resolution standards across all locations and shifts.
• Ensure prompt and accurate handling of Service Desk tickets via phone, email, and remote tools, with clear accountability for service quality and timeliness against established SLAs/OLAs.
• Establish standards and oversight for complex troubleshooting across PC and Macintosh desktops and laptops, mobile devices, tablets, collaboration tools, and business productivity applications.
• Oversee the Office 365 administration function and define standardized practices for user enablement, mailbox/shared mailbox support, distribution lists, and collaboration tool support workflows (e.g., Outlook, Teams, SharePoint user support operations).
• Ensure high-quality customer communications, including escalation communications during major incidents and consistent status updates throughout the support lifecycle.
• Define expectations for tiered support execution, including what is resolved at Tier 1 vs. Tier 2/3, and how escalations are documented, transferred, and closed.

Warehouse & Production Equipment Support

• Ensure end-user services are operationally effective within warehouse/distribution settings, including aligned coverage models and reliable support for business-critical devices and workflows.
• Provide leadership oversight for troubleshooting and support standards for Zebra printers, Honeywell barcode scanners, RF guns , Proglove hand scanners, label printers, and related warehouse devices, including readiness for peak operational periods.
• Establish vendor engagement and escalation processes for warehouse hardware, label/print systems, and operational tooling support as applicable.
• Drive preventive maintenance expectations, calibration/update routines, and “ready-to-operate” device standards that reduce downtime and recurring issues.
• Ensure appropriate incident severity definitions and rapid restoration expectations for warehouse-impacting issues, with clear stakeholder communications.

Connectivity & Networking Support

• Establish support standards and escalation pathways for end-user connectivity issues including Wi-Fi, VPN, LAN access, and remote connectivity, ensuring consistent triage and handoffs with Infrastructure/Network teams.
• Define operational accountability for diagnosing connectivity-related incidents, distinguishing endpoint vs. network root causes, and ensuring accurate ticket classification and escalation.
• Oversee recurring-issue identification (e.g., site-level Wi-Fi instability, VPN issues, device driver conflicts) and ensure problem management follow-through and durable remediation.
• Ensure remote workforce support readiness, including standardized approaches to home-network troubleshooting boundaries, secure remote access practices, and end-user guidance.

Hardware & Software Maintenance

• Own the enterprise endpoint lifecycle program, including provisioning, imaging/standard builds, deployment, patching coordination, refresh planning, secure return/disposal, and lifecycle documentation.
• Working with the Vice President, IT Infrastructure and the IT Operations Analyst, initiate and manage leased equipment schedules for laptop computers and manage fleet of company provided iPhones.
• Oversee hardware repair/upgrade standards, replacement decision criteria, and device readiness expectations across office and warehouse…