Position Overview

The Director, Enterprise End User Support Services is accountable for delivering a consistent, secure, and high-quality technology experience for Burlington associates across corporate offices, stores, distribution centers, field leadership, and executive users. This role owns the end-to-end End User Services operating model, including Executive/VIP support, Service Desk, Desktop and Field Support, endpoint lifecycle management, device readiness, modern workplace technologies, and support experience governance.
The Director ensures associates have the technology, support, and service responsiveness required to stay productive and connected while maintaining strong operational discipline, security compliance, and service quality. This leader partners closely with senior business leaders, Store Operations, Supply Chain, Infrastructure, Security, Applications, and vendor partners to improve user experience, reduce business disruption, strengthen endpoint reliability, and drive continuous improvement across the enterprise support ecosystem.

A Day in the Life

• End User Experience, Strategy & Adoption
  • Define and execute the enterprise End User Services strategy and roadmap aligned to Burlington’s business priorities, growth, and operational needs.
  • Own the End User Experience improvement agenda, using CSAT, feedback, operational metrics, and service trends to identify opportunities and drive measurable improvements.
  • Lead adoption and change enablement for modern workplace tools, endpoint services, and support model changes to improve associate productivity and technology adoption.
  • Build strong partnerships with corporate, store, distribution center, and field leadership to ensure support services are aligned to business needs.
  • Establish structured feedback channels through surveys, leadership input, service reviews, and user forums, and drive closed-loop actions to improve the service experience.

• Service Desk, Desktop & Field Support Operations
  • Lead enterprise L1/L2 Service Desk, Desktop Support, and Field Support operations supporting corporate offices, stores, distribution centers, field leadership, and remote users.
  • Define and enforce standardized support models, intake channels, escalation paths, service expectations, and operating procedures across all supported locations.
  • Ensure reliable support coverage for onsite, remote, hybrid, mobile, and executive users, including business-critical periods, peak events, and high-impact technology rollouts.
  • Own staffing, shift coverage, on-call models, escalation rotations, workload balancing, and labor utilization to maintain consistent service levels and operational responsiveness.
  • Drive operational excellence across internal teams and external partners through service reviews, performance management, quality controls, and continuous improvement actions.

• Executive & VIP Support Leadership
  • Own the Executive/VIP support model, delivering high-touch, proactive, and discreet technology support for senior leaders and critical business stakeholders.
  • Ensure urgent issues impacting leadership or business-critical users are prioritized, escalated, communicated, and resolved with clear ownership and speed.
  • Partner closely with executive assistants, senior stakeholders, field leadership, and IT teams to anticipate needs, prevent recurring issues, and improve the leadership support experience.
  • Provide clear, confident, and timely communication during incidents, outages, high-visibility escalations, and major technology initiatives.

 

• Endpoint, Device Lifecycle & Modern Workplace Technologies
  • Own end-to-end endpoint and device lifecycle management, including forecasting, procurement coordination, imaging, deployment, refresh, break/fix, depot operations, inventory accuracy, and retirement.
  • Oversee endpoint management and modern workplace platforms, including Intune, AirWatch, SCCM, MDM, patching, configuration compliance, and endpoint support standards.
  • Provide leadership for Microsoft 365, Teams, collaboration tools, conferencing systems, meeting room technologies, and associate productivity platforms.
  • Partner with Information Security and Infrastructure to ensure endpoints, devices, and user environments meet security, compliance, patching, and corporate standards.
  • Drive standardization of devices, support processes, endpoint configurations, and lifecycle planning to improve reliability, reduce risk, and optimize cost.

• Governance, Metrics, Vendors & Continuous Improvement
  • Define, track, and report End User Services KPIs and SLAs, including CSAT, MTTR, first-contact resolution, backlog health, endpoint compliance, ticket trends, repeat incidents, and service quality indicators.
  • Lead service trend analysis, root cause themes, and repeat incident reduction efforts to identify early risks and drive preventative actions.
  • Own governance for SOPs, runbooks, knowledge quality, self-service content, and support process compliance to improve consistency and reduce avoidable demand.
  • Own operational and capital planning for End User Services, including workforce, endpoint refresh programs, support tooling, vendor spend, and service improvement investments.
  • Lead vendor and managed service provider governance, including SLA adherence, performance reviews, service improvement plans, contract support, and renewal inputs.
  • Partner with IT Operations, Infrastructure, Security, and Application teams during major incidents impacting End User Services, ensuring clear ownership, communication, and follow-through.
  • Drive automation, self-service, knowledge management, and continuous improvement to improve service quality, reduce manual effort, and increase associate productivity.
  • Provide executive-level reporting, operational briefings, and service performance insights as requested.

You'll Come With

Scope and Impact:

• Owns enterprise-wide End User Services across Burlington’s corporate offices, stores, distribution centers, field teams, executive users, and remote/hybrid workforce.
• Establishes enterprise service standards, support models, and governance practices to ensure consistent delivery across internal teams, contractors, and vendor partners.
• Reduces productivity loss and business disruption by improving service responsiveness, endpoint reliability, device readiness, support quality, and proactive issue prevention.
• Drives measurable improvements in CSAT, MTTR, SLA performance, endpoint compliance, knowledge effectiveness, and repeat incident reduction.
• Represents IT Operations in senior leadership reviews, business escalations, technology initiatives, operational readiness events, and critical issue response.
• Provides leadership over service investments, vendor performance, operational priorities, and modernization efforts that improve the associate technology experience.
• Builds and develops high-performing leaders and teams, ensuring clear goals, accountability, coaching, performance management, and development plans.
• Develop leadership bench strength through succession planning, talent development, coaching, and organizational design.
• Ensure technology readiness and support preparedness for peak business periods, major store initiatives, and critical operational events.

Education and Qualifications:

Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Advanced degree (MBA or MS) preferred, with a focus on Technology Management, Operations, or Business Leadership.

Experience

• 12–15+ years of progressive IT experience, including 7–10+ years leading End User Support, End User Computing, Service Desk, Field Support, or IT Service Delivery functions in a large enterprise environment.
• Proven experience leading Executive/VIP support, Service Desk, Desktop Support, Field Support, endpoint/device lifecycle, and modern workplace support services.
• Demonstrated success supporting distributed, multi-site environments, including corporate offices, retail/store locations, distribution centers, field leadership, and remote/hybrid users.
• Experience leading internal teams, contractors, managed service providers, and vendor partners to deliver consistent service outcomes.
• Strong experience partnering with senior leadership and business stakeholders to align technology services with operational priorities and productivity needs.
• Working knowledge of modern workplace and endpoint platforms, including Microsoft 365, Teams, Intune, SCCM, AirWatch, MDM, patching, endpoint compliance, and endpoint security tools.
• Deep understanding of ITSM and ITIL practices, including Incident, Request, Problem, Change, Knowledge, Asset, and Service Level Management.

Skills & Abilities

• Executive presence with the ability to communicate clearly, confidently, and calmly with senior leaders during incidents, escalations, and strategic initiatives.
• Strong operational leadership skills with the ability to balance service quality, cost, scalability, user experience, and risk.
• Data-driven mindset with proven ability to use CSAT, MTTR, SLA, ticket trends, endpoint compliance, and service performance data to drive improvement.
• Ability to lead large, distributed teams and vendor partners through change, transformation, peak business periods, and high-pressure situations.
• Strong business acumen with the ability to translate technical issues into business impact, risk, and outcome-based recommendations.
• Customer-centric leadership style with a strong focus on associate productivity, service experience, and continuous improvement.

Preferred

• ITIL Foundation or higher certification.
• Experience in retail, field‑based, or other 24x7 multi‑site enterprise environments.
• Familiarity with automation, self‑service, and knowledge management platforms within ServiceNow or similar ITSM tools.
• Experience managing outsourced or hybrid support delivery models and large vendor ecosystems.
• Exposure to security, compliance, and risk management as it relates to End User computing and identity.
• Experience with endpoint asset management, inventory governance, lifecycle planning, and device refresh programs at enterprise scale.
• Experience using ServiceNow or similar ITSM platforms for service reporting, knowledge management, request fulfillment, incident trends, and SLA governance.
• Experience supporting peak business periods, large-scale deployments, store/DC readiness events, or other high-volume operational windows.

#LI-ML1

Come join our team. You’re going to like it here!  

Compensation Range: $135,000.00 - $175,000.00