Director, Global Service Desk

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.


Job Description

The Director of Global Service Desk & End User Platforms is a senior leadership role responsible for global end-user support, digital employee experience (DEX), and ownership of critical enterprise platforms that underpin workforce productivity and operational resilience. This role extends beyond traditional Service Desk leadership to include strategic ownership, governance, and optimization of core end-user technology platforms, including ITSM, ITAM, endpoint management, identity services, and patch/vulnerability management across servers and endpoints. The Director will lead a globally distributed organization spanning Service Desk, Major Incident Management, Rapid Response, and Problem Management, while also acting as the platform owner for end-user technologies and lifecycle services. The ideal candidate is a forward-thinking leader with deep technical expertise, strong operational discipline, and a passion for automation, AI-driven service delivery, and scalable enterprise operations.


This position is open to candidates in the Seattle area . You will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week .


Scope of Ownership:

Global Support & Operational Functions

• Global Service Desk (Tier 1-3)
• Major Incident Management (MIM)
• Rapid Response / Escalation Engineering
• Problem Management oversight
• Executive/VIP support services

Platform & Technology Ownership

• ITSM platforms (ServiceNow, Jira, etc.) - administration, governance, optimization
• IT Asset Management (ITAM) & CMDB ownership
• Endpoint management platforms (SCCM, Intune, endpoint tooling)
• Digital Employee Experience (DEX) tools (Nexthink, ControlUp, Tanium, etc.)
• Identity & Directory Services:
• Active Directory (AD)
• Group Policy (GPO)
• Azure AD / Entra ID
• Endpoint & Server Patch Management
• Vulnerability management (endpoints + servers)
• Azure endpoint services and user compute environment
• Backup coordination for end-user and server environments

Lifecycle & Standards Ownership

• End-user device lifecycle (procurement → deployment → refresh → disposal)
• User lifecycle management (Joiner / Mover / Leaver)
• Enterprise endpoint standards, baselines, and configurations
• Process, SOP, runbooks, and governance for end-user services
• Technology evaluation and solution introduction for workplace productivity

Responsibilities:

• Lead the global end-user technology organization, including Service Desk, Major Incident Management, Rapid Response, Problem Management, and Executive Support services
• Define and execute the enterprise end-user technology strategy, ensuring exceptional digital employee experiences, operational excellence, and workforce productivity
• Own and optimize enterprise service management platforms, including ITSM, IT Asset Management (ITAM), CMDB, service automation, and governance capabilities
• Provide strategic ownership of end-user platforms and workplace technologies, including endpoint management, Digital Employee Experience (DEX), collaboration tools, and productivity services
• Establish and govern enterprise endpoint and identity management services, including device lifecycle management, Active Directory, Entra ID, Group Policy, and Joiner-Mover-Leaver processes
• Lead enterprise patch management, vulnerability remediation, and compliance programs, ensuring secure, audit-ready, and resilient end-user environments
• Drive AI, automation, self-service, and knowledge-centered support capabilities to improve service quality, operational efficiency, and user satisfaction
• Establish and mature ITIL-based service management practices, including Incident, Request, Change, Problem, Knowledge, and Major Incident Management processes
• Leverage analytics, telemetry, and service performance metrics to continuously improve user experience, service quality, operational effectiveness, and business outcomes
• Manage strategic technology vendors, platform investments, and operational budgets, ensuring scalable, cost-effective solutions that support business growth
• Build, develop, and lead a high-performing global team, fostering accountability, technical excellence, innovation, and continuous improvement
• Serve as a trusted advisor to executive leadership, providing strategic guidance on end-user technology, service performance, operational risk, workforce enablement, and transformation initiatives

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience
• 10+ years of progressive leadership experience across Service Management, End User Computing, Digital Workplace, Service Desk, IT Operations, or Employee Technology functions
• 7+ years leading geographically distributed teams supporting enterprise-scale environments
• Proven experience leading enterprise service management, end-user technology, and digital workplace transformation initiatives
• Demonstrated success building and scaling high-performing operational and technical teams through periods of growth, modernization, and organizational change
• Experience partnering with executive leadership to develop service strategies, technology roadmaps, and workforce productivity initiatives
• Experience operating within regulated, compliance-driven environments supporting audit and security requirements

Skills:

• Proven success leading Service Desk, End User Computing (EUC), Digital Workplace, Employee Technology, or Service Management organizations at enterprise scale
• Deep expertise in ITSM platforms, service operations, ITIL practices, and continual service improvement methodologies
• Strong experience with ServiceNow, IT Asset Management (ITAM), CMDB governance, service automation, and workflow optimization
• Expertise in endpoint management platforms including Microsoft Intune, SCCM, mobile device management (MDM), and endpoint lifecycle services
• Strong knowledge of Active Directory, Entra ID, identity governance, access management, and Joiner-Mover-Leaver processes
• Experience implementing Digital Employee Experience (DEX) platforms, telemetry-driven support models, and proactive service operations
• Proven experience leading enterprise patch management, vulnerability remediation, endpoint security, and compliance initiatives
• Demonstrated success leveraging AI, automation, virtual agents, self-service technologies, and knowledge-centered service (KCS) practices
• Strong understanding of service performance management, including SLA, XLA, CSAT, MTTR, service quality, and operational metrics
• Experience managing technology vendors, strategic partnerships, budgets, and operational investments
• Exceptional communication, executive presentation, stakeholder management, and organizational leadership skills
• Ability to translate technology capabilities into measurable business outcomes, workforce productivity improvements, and enhanced employee experiences

Compensation:

• The base pay range for this position is $150,000 -$180,000, on a full-time schedule.
• Along with base compensation, Trupanion employees are currently eligible for monthly bonuses.
• We want all employees to be invested in Trupanion's success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

Qualifications

Additional Information

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

For more information about Trupanion, visit

Learn more about how Trupanion has revolutionized our industry and the reimbursement model:

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.