Precisely US Jobs
Director, End-user Experience
United States · Director
Sponsorship not specifiedDetected 29 days ago
Platform EngineeringLLMsIncident ResponseJiraForecastingBudgetingCommunicationCollaboration
About the role
- You operate an AI-first model - using automation and self-healing systems to resolve most demand while focusing engineers on the most complex work.
- You report to the Vice President of Platform Engineering and End-User Experience, with an execution-first mindset aligned to our enterprise strategy.
Responsibilities
- Own the operational delivery of AI-first end-user support services across all regions and time zones, meeting defined service-level, satisfaction, and reliability standards.
- Lead global service desk and field support teams, executing established standards, policies, and service models with consistent, predictable, and high-quality employee support experiences.
- Manage daily operations for incidents, service requests, and problem management, incorporating AI triage, routing, and resolution.
- Lead major incident response for employee-impacting issues, coordinating across Platform Engineering, Security, and vendors.
- Drive root cause analysis and automated corrective actions - including self-healing scripts and auto-remediation - to eliminate recurring issues.
- Oversee support for end-user devices and peripherals, identity and access workflows with agentic provisioning and deprovisioning, and the collaboration and productivity tools embedded in our daily workflow.
- Execute service management processes (incident, request, problem, change, knowledge) in alignment with enterprise standards, augmented by AI throughout, and maintain ticketing, knowledge, and self-service tools with AI-generated, AI-curated content that stays current automatically.
- Lead, coach, and develop regional managers and support leaders through a workforce transition toward higher-value, AI-augmented work - building clear career paths and reskilling plans that grow AI fluency, automation, and engineering capability - while managing vendor performance, budgeting, forecasting, and cost discipline.
Requirements
- All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks.
- Bachelor's degree in Information Systems, Computer Science
Skills
- End-user computing and workplace technology.
- Ability to use AI-driven analytics, predictive insights, and employee sentiment analysis to improve service delivery.
- IT service management frameworks and ticketing systems (e.g., Jira Service Management), including AI/virtual-agent capabilities.
- Identity, device lifecycle, and access management.
- Strong operational judgment and escalation management skills.
- #LI-GB1 #LI-Remote
Company info
- What we are looking for:
Apply directly at Precisely US Jobs →Create a free account for alerts like thisView Precisely US Jobs immigration profile
This listing is sourced directly from Precisely US Jobs's careers page and normalized into a canonical job model.