Job description

At arrivia , we're passionate about making travel experiences unforgettable. As a global leader in the travel industry, we're looking to hire a talented Director of IT Service Desk & End-User Support to join our IT team in Scottsdale. About the Role You will lead the Service Desk and end-user support experience for roughly 2,000 employees across our local and global teams, owning Tier-1 and Tier-2 support, device lifecycle, and the Day-1 onboarding experience. You will lead the Service Desk and Tech Support team and report to our EVP of IT Operations. This is a build role, not a maintain role. You will make self-service and AI the default path to resolution, cut manual toil through knowledge and automation, and set the standard for how technology feels to every employee at arrivia . What You'll Own • Service Desk Operations: Run the ITIL 4 Service Desk as the single point of contact for intake, first response, and Tier-1 incident handling. • Incident and Request Management: Own Tier-1 and Tier-2 incident response and request fulfillment, including password and MFA reset execution. • AI-First Support: Govern the AI support copilot and first-line AI self-service, and refer suspected shadow-AI to App & AI Security under the enterprise AI-use policy. • Self-Service and Knowledge: Own the end-user knowledge base and self-service catalog so employees solve more on their own. • Device Lifecycle: Own imaging, provisioning, deployment, end-user endpoint patching, and EOL replacement. • Endpoint and Mobile Management: Operate MDM and mobile app provisioning across the end-user fleet. • Digital Employee Experience: Own DEX telemetry and proactive, self-healing remediation that fixes issues before tickets arrive. • Workplace Technology: Manage AV and conference-room technology, plus VIP, executive, and accessibility support. • Experience Metrics: Measure XLA and CSAT to SDI and HDI standards, and feed ticket-trend analytics into Problem Management. • Team Leadership: Hire, coach, and develop the Service Desk and Tech Support team, with room to grow the group. • Cross-Functional Partnership: Work alongside Identity, Change & Configuration, and Infrastructure & Cloud teams across regions. • Flagship Programs: Drive the AI service desk and self-healing endpoints, passwordless and passkey self-service recovery, and zero-touch JML automation. What Success Looks Like • 90% or better first-contact resolution on Tier-1 tickets, with median resolution in 4 business hours or less. • 30% or more of inbound tickets deflected through knowledge base and AI self-service. • Day-1 device readiness on the start date for 98% or more of joiners. • Endpoint patch compliance at 95% or better within 14 days, with zero unremediated EOL devices. • 40% or more of routine fulfillment automated through self-service and agentic workflows. What You'll Bring • Bachelor's degree in MIS, Computer Science, IT, or a related field, or a minimum of 7 years in IT support. • 5+ years leading a service desk or end-user computing team at comparable scale. • Deep experience with ITSM platforms such as ServiceNow or Jira Service Management, plus ITIL 4 service-operation practices. • Hands-on endpoint management and MDM experience with Intune, SCCM, or Jamf. • Experience with DEX tooling such as Nexthink or 1E and self-healing remediation. • Experience running a knowledge base and self-service program, for example Knowledge-Centered Service. • A track record of improving first-contact resolution, deflection, and CSAT or XLA. • Experience automating fulfillment and onboarding, or JML, workflows. • People-leadership experience across hiring, coaching, scheduling, and performance management. • Ability to translate complex technology issues for a wide range of audiences. • ITIL v4 Foundation required. HDI or CompTIA A+ preferred. Benefits & Perks • Unlimited PTO • Exclusive employee travel rates • Travel discounts through arrivia programs • Medical, dental, and vision insurance • 401(k) with company participation Why arrivia At arrivia , we power travel loyalty and rewards programs for some of the world's leading brands. Our teams help millions of travelers book memorable experiences while delivering innovative technology and travel solutions to our partners. With a global workforce and a culture built on curiosity, ownership, authenticity, and collaboration, we're creating the future of travel. If you are ready to lead an AI-forward support organization that thousands of people rely on every day, we invite you to apply.

Requirements

Must-haves

What You'll Own
Service Desk Operations: Run the ITIL 4 Service Desk as the single point of contact for intake, first response, and Tier-1 incident handling.
Incident and Request Management: Own Tier-1 and Tier-2 incident response and request fulfillment, including password and MFA reset execution.
AI-First Support: Govern the AI support copilot and first-line AI self-service, and refer suspected shadow-AI to App & AI Security under the enterprise AI-use policy.
Self-Service and Knowledge: Own the end-user knowledge base and self-service catalog so employees solve more on their own.
Device Lifecycle: Own imaging, provisioning, deployment, end-user endpoint patching, and EOL replacement.
Endpoint and Mobile Management: Operate MDM and mobile app provisioning across the end-user fleet.
Digital Employee Experience: Own DEX telemetry and proactive, self-healing remediation that fixes issues before tickets arrive.
Workplace Technology: Manage AV and conference-room technology, plus VIP, executive, and accessibility support.
Experience Metrics: Measure XLA and CSAT to SDI and HDI standards, and feed ticket-trend analytics into Problem Management.
Team Leadership: Hire, coach, and develop the Service Desk and Tech Support team, with room to grow the group.
Cross-Functional Partnership: Work alongside Identity, Change & Configuration, and Infrastructure & Cloud teams across regions.
Flagship Programs: Drive the AI service desk and self-healing endpoints, passwordless and passkey self-service recovery, and zero-touch JML automation.
What Success Looks Like
90% or better first-contact resolution on Tier-1 tickets, with median resolution in 4 business hours or less.
30% or more of inbound tickets deflected through knowledge base and AI self-service.
Day-1 device readiness on the start date for 98% or more of joiners.
Endpoint patch compliance at 95% or better within 14 days, with zero unremediated EOL devices.
40% or more of routine fulfillment automated through self-service and agentic workflows.
Bachelor's degree in MIS, Computer Science, IT, or a related field, or a minimum of 7 years in IT support.
5+ years leading a service desk or end-user computing team at comparable scale.
Deep experience with ITSM platforms such as ServiceNow or Jira Service Management, plus ITIL 4 service-operation practices.
Hands-on endpoint management and MDM experience with Intune, SCCM, or Jamf.

Nice-to-haves

ITIL v4 Foundation required. HDI or CompTIA A+ preferred.

Application prep

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Keywords to mirror

aiaccessibilityjira

Platform: ukg
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Pto