Director, IT Service Desk & End-User Support

Job Description

Job Description

Director, IT Service Desk & End-User Support

arrivia Remote (US) Full-time

About arrivia

arrivia specializes in making brands better through the power of travel. The company is a merger of three brands, ICE, SOR Technology, and WMPH Vacations, with more than 55 years of combined experience and offices on both coasts of the US and around the world.

About the Role

This role leads arrivia's Service Desk and end-user support for roughly 2,000 employees, delivering a fast, self-service-first experience while reducing manual work through knowledge management and AI deflection. It reports to the EVP of IT & Security / CIO and leads a Service Desk and Tech Support team of about 24 people, growing from a current team of 20.

What You'll Do

• Operate the Service Desk as the single point of contact, owning Tier-1 incident handling and first response for roughly 2,000 employees.
• Run Tier-1/Tier-2 incident management and standard service request fulfillment, including password and MFA reset execution.
• Own end-user device imaging, provisioning, and lifecycle, including endpoint patching and end-of-life replacement.
• Manage AV and conference-room technology, and own the end-user knowledge base and self-service catalog.
• Operate Mobile Device Management and mobile app provisioning for end-user devices.
• Own Digital Employee Experience telemetry and drive proactive, self-healing remediation.
• Manage hardware return and recovery logistics, and support VIP, executive, and accessibility needs.

What We're Looking For

• 5+ years leading a service desk or end-user-computing team at comparable scale (7+ years total IT support experience, or a bachelor's degree in MIS, Computer Science, IT, or a related field).
• Deep experience with ITSM platforms (ServiceNow, Jira Service Management) and ITIL v4 service-operation practices.
• Hands-on endpoint management experience (Intune, SCCM/Configuration Manager, or Jamf) and MDM.
• Experience with DEX tooling (Nexthink, 1E) and self-healing remediation.
• Experience running a knowledge base and self-service program, ideally Knowledge-Centered Service.
• People-leadership experience: hiring, coaching, scheduling, and performance management.
• ITIL v4 Foundation required; HDI or CompTIA A+ preferred.

Compensation and Benefits

Competitive compensation, arrivia will confirm specifics through the process. Remote within the US, leading the Service Desk & Tech Support team (currently 20, growing to 24), reporting to the EVP of IT & Security / CIO.

How to Apply

To apply for this role, you must create an account on provn.co and submit all required application artifacts. Resume only applications may be considered, but candidates who complete a full application are reviewed with priority.

How hiring works here

Referrals are king for getting an interview. But what if you don't have a referral? Applying with Provn is designed to help you get more interviews. Instead of sending a cold resume into an ATS and waiting, you will complete a challenge built by arrivia and submit a short video walking through your approach. No time limit. No timers. No restrictions on AI usage. Show how you build with AI.

Why that works in your favor:

• You show how you actually build and ship with coding agents, instead of hoping a resume communicates your skill clearly.
• Your judgment with AI becomes visible, which no "proficient with AI coding agents" resume bullet can prove.
• One challenge puts you in front of the IT and Security team, scored on the work. Priority without a referral!

The hiring manager reviews every completed submission, and strongest candidates go straight to an interview round. No referral needed. Performance over pedigree. Proof over polish.

For this role, the challenge is a significant part of your candidacy. If you have been looking for a foot in the door, a chance to show what you can do, if you have ever felt like all you needed was ten minutes with the hiring manager to prove yourself, this is that opportunity.