Support Services Director

Benesch is seeking a Support Services Director to lead and elevate the strategy, performance, and continuous improvement of our Service Desk, endpoint lifecycle, end-user technology support, and employee productivity services. Reporting directly to the Chief Information Officer, this role will shape a modern, metrics-driven support organization that delivers a secure, reliable, and seamless technology experience for our employees while advancing Benesch's business priorities and evolving workplace needs.

The ideal candidate is a forward-thinking, service-oriented technology leader who combines strong operational discipline with a modern employee-experience mindset. You will have the opportunity to lead distributed teams, modernize support services through automation and analytics, build strong partnerships across the business, and drive meaningful change in a fast-paced, multi-office professional services environment.

• Set the vision and strategic direction for Benesch's Service Desk, endpoint lifecycle, and end-user support functions, establishing a scalable operating model focused on service excellence, employee experience, and continuous improvement.
• Partner with IT and business leaders to turn technology strategy and business needs into clear support priorities, roadmaps, staffing plans, and measurable outcomes.
• Build a data-driven support organization by defining and monitoring service levels, customer satisfaction, resolution quality, response times, ticket trends, demand forecasts, and employee experience metrics.
• Champion a secure and reliable technology environment by ensuring end-user applications, systems, devices, and support processes align with Benesch's cybersecurity, compliance, asset management, identity, data protection, and risk management standards.
• Lead, coach, and develop managers, supervisors, and staff while building a high-performing culture grounded in accountability, collaboration, service excellence, and professional growth.
• Develop workforce plans, capacity models, and staffing strategies that enable the team to scale with Benesch's growth across a distributed office and hybrid work environment.
• Oversee operating budgets, capital plans, vendor spend, and investment recommendations, balancing service performance, technology lifecycle needs, cost discipline, and business priorities.
• Partner with Human Resources and IT leadership on talent strategy, hiring, performance management, compensation, career development, and organizational structure.
• Build and lead strategic relationships with technology vendors, managed service providers, and other partners, ensuring strong performance, cost-effectiveness, service quality, and accountability across insourced, outsourced, and co-managed operations.
• Drive modernization through automation, analytics, self-service capabilities, and process improvements that make technology support more proactive, efficient, and easy to navigate.
• Lead teams through organizational and technology change, anticipate operational challenges, and keep the employee experience at the center of every decision.

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or an equivalent combination of education and relevant experience.
• 10+ years of progressive IT experience, including leadership of enterprise support services, endpoint management, Service Desk operations, end-user computing, business applications support, or related technology operations functions.
• 6 to 8+ years of people leadership experience, including leading managers or supervisors, developing teams, managing performance, and building scalable support operations.
• Demonstrated experience managing the full lifecycle of technology products, services, endpoints, and support processes, from planning and deployment through adoption, optimization, and retirement.
• Strong knowledge of IT service management practices, endpoint technologies, collaboration platforms, enterprise support tools, vendor management, and managed service delivery models.
• Experience using service levels, KPIs, operational reporting, customer satisfaction, demand forecasting, capacity planning, and continuous improvement practices to drive better outcomes.
• Experience developing business cases, investment recommendations, cost-benefit analyses, and executive-level communications to support technology decisions.
• Knowledge of scripting, workflow automation, endpoint automation, self-service capabilities, and support process improvement tools.
• Experience leading distributed teams, including internal staff, external partners, managed service providers, and onshore or offshore resources.
• Demonstrated ability to build high-performing teams, develop leaders, navigate change, resolve complex operational issues, and foster a culture of accountability, collaboration, and service excellence.
• Strong decision-making, stakeholder management, executive communication, problem-solving, and client service skills.
• Excellent verbal, written, presentation, and executive communication skills, with the ability to translate complex technical issues into clear business impacts, options, and recommendations.
• Experience with ITIL or similar IT service management practices, modern endpoint management platforms, Service Desk tools, Microsoft 365, identity and access management concepts, cybersecurity control frameworks, automation, or self-service initiatives is preferred.
• Experience supporting technology operations in a multi-office professional services or engineering environment is preferred.