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

Job Summary

The Associate Director, Technology Support Services is a senior IT operations leader responsible for EP Wealth’s employee-facing technology support operating model.

This role represents the evolution of the traditional Service Desk Manager into a stronger Technology Support Services leader. The Associate Director will own service desk performance, ticket quality, issue triage, escalation management, SLA and CSAT performance, knowledge base quality, support routing, onboarding and offboarding support workflows, physical asset management discipline, branch office support visibility, ITSM solution ownership, reporting and metrics, automation, and post–go-live hypercare for business and M&A transitions.

The role is accountable for the support experience and operational effectiveness of employee-facing technology support, while partnering with platform, system, security, infrastructure, and application owners for deeper administration, engineering, integrations, roadmap execution, and escalations.

With a focus on accountability, service quality, operational discipline, security, and proactive support, this leader will build a scalable and measurable support function that improves employee productivity, reduces friction, strengthens support standards, and enables EP Wealth’s continued growth.

Key Responsbilities

Technology Support Services Leadership

• Lead EP Wealth’s Technology Support Services function across service desk operations, ticket triage, escalation management, support quality, onboarding/offboarding support, asset coordination, branch support visibility, knowledge management, and support reporting.
• Evolve the current service desk model into a proactive, accountable, metrics-driven support services function with clear ownership, scalable processes, consistent service standards, and measurable outcomes.
• Own the employee-facing technology support model, including intake, routing, prioritization, escalation, communication standards, service recovery, and support experience.
• Partner with platform, system, security, infrastructure, and application owners for deeper administration, engineering, integrations, root-cause remediation, and escalated technical resolution.
• Assess current team structure, roles, skills, workload distribution, support tiers, escalation model, service ownership, and operating model maturity.
• Recommend practical improvements to increase accountability, scalability, service quality, team effectiveness, and career development.
• Build a culture of ownership, urgency, professionalism, security awareness, documentation, follow-through, and continuous improvement.

Service Desk Performance, Ticket Quality, and Support Experience

• Lead service desk strategy, daily operating rhythms, queue health, ticket hygiene, escalation practices, service quality, staffing alignment, and performance management.
• Define and manage support performance metrics such as first contact resolution, mean time to resolution, SLA attainment, backlog age, reopen rate, escalation rate, ticket aging, CSAT, employee effort, ticket deflection, knowledge utilization, and request fulfillment cycle time.
• Establish expectations for ticket quality, categorization, prioritization, documentation, internal notes, resolution summaries, customer communication, and closure standards.
• Improve issue triage, routing, escalation paths, queue ownership, and handoffs across Technology teams.
• Use support data to identify recurring issues, training gaps, process breakdowns, knowledge gaps, service bottlenecks, and opportunities for automation or self-service.
• Ensure high-quality support for employees across offices, remote work locations, and branch environments.

IT Service Management and ITSM Solution Ownership

• Mature EP Wealth’s ITSM operating model using ITIL-aligned practices, including incident management, request fulfillment, change enablement, problem management, knowledge management, service catalog management, service level management, supplier management, reporting, and continual improvement.
• Own EP Wealth’s ITSM solution as the core support operations platform, including design, administration, configuration, care and feeding, lifecycle management, enhancements, integrations, reporting, data quality, and user experience.
• Design and maintain ITSM workflows, queues, forms, fields, categories, approval paths, notification rules, automation logic, dashboards, reports, permissions, service catalog items, request types, templates, and integration touchpoints.
• Establish ITSM platform governance, including enhancement intake, prioritization, release planning, configuration standards, change control, testing, documentation, data hygiene, role-based access, and platform health reviews.
• Ensure the ITSM solution remains scalable, secure, auditable, easy to use, and aligned to EP Wealth’s support operating model.

Knowledge Management, Self-Service, and Service Catalog

• Own the technology support knowledge management strategy, including article quality, ownership, lifecycle, searchability, governance, and adoption.
• Implement and mature Knowledge-Centered Service (KCS) methodologies to ensure knowledge is created, reused, improved, and retired as part of the normal support workflow.
• Establish KCS-aligned practices, including capturing knowledge in the workflow, structuring articles for reuse, improving content based on demand and feedback, linking articles to tickets, and using knowledge analytics to identify gaps and improvement opportunities.
• Ensure the knowledge base supports consistent troubleshooting, faster resolution, employee self-service, onboarding readiness, branch support, and M&A/post-go-live hypercare.
• Establish knowledge quality standards, review cycles, article ownership, usage reporting, content health metrics, and improvement processes.
• Own the support-facing service catalog, ensuring common requests are clearly defined, requestable, routed appropriately, measurable, and mapped to fulfillment workflows, SLAs, approvals, knowledge articles, and escalation paths.
• Partner with platform and system owners to ensure support documentation accurately reflects current tools, services, known issues, troubleshooting steps, standard requests, and escalation procedures.

Onboarding, Offboarding, and Asset Management Discipline

• Own employee technology onboarding and offboarding support workflows from an IT operations perspective in partnership with HR, Security, Facilities, Finance, Legal/Compliance, Endpoint Management, and business stakeholders.
• Standardize onboarding support processes, manager communications, access request coordination, device readiness, software assignment, first-week support, and issue escalation.
• Ensure offboarding support workflows are timely, secure, complete, and auditable, including device recovery coordination, license reclamation, access removal coordination, asset updates, and exception tracking.
• Strengthen physical asset management discipline, including inventory accuracy, device assignment, device recovery, lifecycle coordination, warranty/repair coordination, loaner processes, and asset reporting.
• Use asset and onboarding/offboarding data to identify process gaps, compliance risks, recurring issues, and opportunities for standardization.

Branch Office Support and Proactive Monitoring

• Own the support services model for branch office technology visibility, issue tracking, escalation, and service follow-through.
• Establish clear support processes for branch-impacting issues, including intake, prioritization, communication, escalation, trend tracking, and resolution ownership.
• Develop a proactive branch support model supported by online/connected real-time dashboards, event monitoring, alerting, ticket correlation, and branch health visibility.
• Partner with Network, Infrastructure, Security, Facilities, vendors, and local business contacts to improve branch support readiness, monitoring coverage, escalation quality, and response speed.
• Develop reporting that provides visibility into branch support trends, recurring issues, service risks, aging tickets, unresolved blockers, and real-time operational health indicators.
• Move branch support from reactive ticket handling toward proactive monitoring, communication, and operational follow-through.

Automation, AI, and Digital Support Channels

• Lead adoption of automation and AI-enabled support capabilities where appropriate, including virtual agents, workflow automation, intelligent routing, ticket summarization, suggested knowledge, sentiment detection, automated fulfillment, and guided self-service.
• Partner with Security, Architecture, Legal/Compliance, Data Governance, HR, and business stakeholders to ensure AI-enabled support capabilities are safe, auditable, privacy-aware, permission-aware, and appropriate for a regulated financial services environment.
• Establish operating controls for AI-assisted support, including escalation rules, access controls, data handling standards, human-in-the-loop safeguards, accuracy review, and performance measurement.
• Use automation to reduce manual effort, improve consistency, accelerate resolution, and increase support quality without weakening accountability.

M&A Integration, Business Transitions, and Hypercare

• Lead the Technology Support Services workstream for M&A integrations and business transitions, ensuring employees are successfully supported through technology change with minimal disruption.
• Coordinate support readiness for acquired employees, including support channels, devices, accounts, knowledge resources, asset inventory, software access, communications, issue triage, and training support.
• Lead post–go-live hypercare, including elevated support coverage, issue triage, escalation management, business communications, trend analysis, rapid remediation, support metrics, and transition to steady-state support.
• Conduct post-hypercare reviews to identify lessons learned, recurring issues, process gaps, and improvements for future integrations.

Vendor, Budget, Security, and Continual Improvement

• Manage support operations vendors, service desk tooling, ITSM partners, knowledge platforms, asset lifecycle partners, endpoint service providers, and related service providers.
• Support budget planning, renewals, cost optimization, license rationalization, vendor performance reviews, service improvement plans, and business case development.
• Embed a security-first mindset across support operations, including identity verification, least-privilege access, endpoint hygiene, phishing response, secure support practices, privileged request handling, and audit-ready documentation.
• Partner with Security to ensure support processes align with security controls, identity verification expectations, endpoint compliance needs, and regulated operating requirements.
• Develop dashboards, executive reports, service reviews, trend analysis, and continual improvement roadmaps that shift the organization from reactive support to proactive service ownership.
• Operate as a trusted partner to Technology leadership, Security, HR, Product, Core Platforms, Business Solutions, Finance, Legal/Compliance, vendors, and business stakeholders.

Qualifications

Required

• 8+ years of progressive experience in IT service management, technology support services, enterprise support, service desk leadership, workplace technology support, or IT operations.
• 3+ years of people leadership experience managing service desk, ITSM, endpoint support, enterprise support, or employee-facing technology support teams.
• Strong practical knowledge of ITIL 4 practices, including incident, request, change, problem, knowledge, service catalog, service level, supplier, measurement/reporting, and continual improvement practices.
• Experience owning, administering, configuring, enhancing, or serving as the operational owner for an enterprise ITSM platform such as Jira Service Management, ServiceNow, BMC Helix ITSM / Remedy, Ivanti Neurons for ITSM, OpenText SMAX / Service Management Automation X, ManageEngine ServiceDesk Plus Enterprise, or equivalent.
• Experience with ITSM workflow design, service catalog configuration, queue management, automation rules, approval workflows, SLA configuration, reporting dashboards, data quality, platform governance, and continuous platform improvement.
• Experience leading service desk performance management, ticket quality improvement, support routing, escalation management, knowledge management, SLA reporting, CSAT improvement, and operational metrics.
• Experience supporting employee-facing technology environments that may include Microsoft 365, Teams, Zoom, Slack, Adobe, Chrome, Salesforce, endpoint-related services, and other workplace SaaS platforms.
• Experience with onboarding/offboarding support workflows, physical asset management, inventory coordination, device recovery, endpoint support, SaaS support, vendor management, and service catalog governance.
• Experience supporting distributed office or branch environments, including support visibility, issue tracking, escalation, communication, and service follow-through.
• Experience using monitoring, alerting, dashboards, event management, or operational health reporting to improve support visibility and proactive response.
• Experience assessing team structure, support model maturity, process effectiveness, skills coverage, service demand, and operating model gaps.
• Strong security mindset, with experience supporting identity verification, access controls, endpoint compliance, phishing response, privileged support processes, audit readiness, and regulated operating environments.
• Demonstrated leadership maturity, including the ability to coach teams, raise standards, build accountability, use metrics, operate proactively, and improve the function without requiring constant direction.
• Excellent leadership, communication, stakeholder management, vendor management, data analysis, and executive reporting skills.
• While the role is fully remote, travel will required (15%)

Preferred

• ITIL 4 Foundation, Managing Professional, Strategic Leader, or equivalent certification.
• Experience in financial services, wealth management, banking, insurance, or another regulated environment.
• Experience with Jira Service Management and Confluence-based knowledge management.
• Experience implementing or operating Knowledge-Centered Service (KCS) practices, including knowledge capture, reuse, article quality, knowledge governance, content health metrics, and self-service improvement.
• Experience supporting Zoom as a strategic enterprise communications platform, including Zoom Phone, Zoom Meetings, Zoom Rooms, Zoom Scheduler, Zoom Workplace Reservations, Zoom AI Companion, support workflows, vendor management, and service reporting.
• Experience with Slack support, governance, adoption, workflow automation, or enterprise rollout.
• Experience implementing AI-enabled service desk capabilities, virtual agents, workflow automation, intelligent routing, AI-assisted knowledge, ticket summarization, or employee self-service automation.
• Experience supporting M&A technology integrations, acquired employee onboarding, post-close support, and post–go-live hypercare.
• Experience leading service desk transformation, support tiering redesign, skills matrix development, staffing model assessment, or support operating model modernization.
• Experience managing budgets, vendor renewals, service contracts, software licensing, SaaS optimization, and vendor performance reviews.
• Familiarity with Microsoft Entra ID, Intune, endpoint lifecycle management, identity governance, observability tools, asset management, IT automation platforms, ITSM administration, service catalog design, and ITSM platform governance.

What We Offer
We offer a highly competitive suite of holistic benefits designed to help our team members balance their personal and professional life commitments. These include options designed to encourage employee's health, happiness, and financial well-being.

• 11 Paid Holidays + 2 Floating Holidays
• Paid Parental Leave
• Paid Volunteer Time
• Flexible Work Schedule
• Highly subsidized Health, Dental, and Vision Plans
• 401k Retirement Account with company match contributions
• Free Mental Health services, Life Insurance, Long & Short-Term Disability Insurance
• Flexible Spending Accounts and Health Savings Accounts
• Employee Financial Education
• Employee Educational Expense Reimbursement
• Employee Charitable Donations
• Employee Referral Incentives
• Employee Team Building Activities
• Employee Assistance Program

Originally posted on Himalayas