技术运营总监

职位说明

Americas Enterprise Technology is in the middle of a deliberate shift — from an IT organization that responds to problems to one that anticipates and prevents them.

Using real

time device monitoring, analytics, and a growing AI and automation capability, the team is redefining what end user support looks like inside a modern enterprise.

This role leads that effort.

The End User Services Manager owns the full EUS function within Technology Operations — reactive support, proactive problem identification and remediation, and multi

site coordination across the US and Canada.

You will manage a team of IT professionals, collaborate closely with our outsourced service desk partner, and partner with internal teams including Global End User Compute and Security to drive the operational standards that make every employee’s technology experience consistent and reliable.

This is a hands

on leadership role — we are looking for someone who leads by example, works alongside the team, and sets the standard through their own actions.

This is a leadership role for someone who is equally comfortable in the details and in the strategy.

You know how to run a service desk and you know how to improve one.

You bring structure to ambiguity, unite vendors and internal teams around a shared standard of service, and are genuinely excited about where AI and automation are taking IT operations.

Education & Experience

Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.

5+ years of experience in IT operations or end user support, with demonstrated progression into leadership.

3+ years in a supervisory or management role, including direct management of staff and vendor relationships.

Strong verbal and written communication skills — able to present to senior leadership and engage effectively across all levels of the organization.

Required Qualifications

Strong knowledge of ITSM best practices and hands-on experience with ServiceNow or a comparable ticketing platform.

Proficiency with Microsoft 365 and endpoint management tools including Intune and Entra ID.

Demonstrated experience managing vendor relationships and aligning external partners around shared service goals and SLAs.

Experience with DEX platforms such as Nexthink for proactive device health monitoring, issue identification, and remediation.

Proven ability to use data and operational metrics to assess and improve the quality of service — understanding that metrics inform the picture, not define it.

Strong analytical and root-cause analysis capabilities — you use data to drive decisions.

What Will Set You Apart

ITIL Foundation certification or higher.

CompTIA Security+ or equivalent certification.

Hands-on experience with Power Automate, Power BI, or similar automation and analytics tools.

Experience supporting IT operations in a large, distributed, or global organization.

Background in compliance and IT security initiatives.

Familiarity with AI-assisted IT operations and enthusiasm for where the field is heading.

What Success Looks Like

In your first 30 days, you have a clear picture of the team, the vendor relationships, the service metrics, and where the gaps are. You have met the key stakeholders and started building the trust that makes everything else possible.

At 60 days, you are running the operation — service quality is being actively monitored and acted on, the service desk partnership is running smoothly, and your team knows what is expected of them and where they stand.

At 90 days, you have identified the highest-impact improvements and have a plan in motion. The team is starting to feel the difference between a manager who manages and one who leads.

At six months, you are a credible, recognized leader within Technology Operations — driving measurable improvement in service quality, proactive problem identification and remediation, and team performance, and actively contributing to the longer-term EUS strategy.

The annual salary range for this position is $136,850 - $165,000. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law.

Benefits available with this position include

Medical, vision, and dental insurance

Life insurance

Short-term and long-term disability insurance

Flexible paid time off

At least 15 paid holidays per year

Paid sick and safe leave, and

Paid parental leave.

Dentsu also complies with applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies.

For further details regarding Dentsu benefits, please visit www.

dentsubenefitsplus.

#LI-JH2 #LI-hybrid

Location

New York

Dentsu

Time Type

Full time

Contract Type

Permanent

is committed to

providing

equal employment opportunities to all applicants and employees. We do this without regard to race

national origin

is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with us, please send an e-mail to

ApplicantAccommodations@dentsu.com

by clicking on the link to let

us know

the nature of your accommodation request and your contact information. We are here to support you.