Senior IT Leader

About

We are searching for a Senior IT Leader for our client's end-user platform. The Director of Systems Engineering & Service Desk will work to optimize the virtual environment (VDI) with productivity as a focus. This organization plays a vital part within our nation's critical infrastructure. If you fit the criteria below, we encourage you to explore this opportunity!

Primary Responsibilities

• Oversee architecture, delivery, and lifecycle management of VDI, desktop engineering, and enterprise productivity platforms (e.g., O365/M365), ensuring these services are reliable, scalable, secure, and cost‑effective.
• Ensure modern engineering practices are applied to endpoint and productivity platforms, including automation, configuration management, and continuous improvement of digital workplace capabilities.
• Partner closely with Infrastructure, Security, and Enterprise Architecture teams to ensure platform alignment with architectural standards, security requirements, and operational strategy.
• Lead the Helpdesk function supporting business users with timely technical assistance, incident resolution, and escalation management, ensuring high levels of customer satisfaction and service quality.
• Oversee service management routines, including incident, request, and problem management, ensuring consistent application of operational processes.
• Monitor and continuously improve Helpdesk performance metrics, including response times, resolution rates, customer feedback, and service trends.
• Partner with the infrastructure team to address recurring system issues, ensuring root-cause resolution and increased platform reliability.
• Establish performance metrics and operational governance for end‑user platforms and support services to ensure reliable, secure, and cost‑effective delivery.
• Partner with business and IT stakeholders to understand service needs, ensuring end‑user technology solutions effectively support business requirements.
• Drive operational resilience and continuity for end‑user platforms, supporting broader disaster recovery and business continuity efforts.

Required Competencies

• Business Enablement – Ensures end‑user services and engineering capabilities reliably support business outcomes.
• Operational Excellence – Drives efficiency, reliability, and continuous improvement across support and platform engineering.
• Strategic Leadership – Shapes platform and service strategies aligned to enterprise goals.
• Interpersonal Excellence – Builds trust across IT, business stakeholders, and vendors.

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Hybrid Role - 4 days in the office