Associate Director IT-EndUserOperations and Compliance(Americas &EMEA)

Associate Director IT - End User Operations and Compliance (Americas & EMEA)

Location: Bangalore and Chennai

Work type: Hybrid or Remote

Shift: US shift(6.00 PM IST onwards)

Role Overview

The Associate Director IT - End User Operations & Compliance (Americas & EMEA) role is responsible for managing and overseeing end user IT support operations across the Americas and EMEA regions. This role ensures timely resolution of IT issues, provides technical and operational leadership for support teams, drives continuous improvement of support processes, and ensures compliance of end-user devices with corporate standards. The position requires strong collaboration with corporate IT, business stakeholders, and vendor partners to deliver exceptional end user experiences.

Key Responsibilities

Operational Management & Support

• Own and manage End-User Support SLAs for the USCAN regions.
• Supervise, lead, and manage end user support teams (onshore, offshore, and hybrid models).
• Ensure timely resolution of IT incidents and service requests to minimize impact on business operations.
• Act as an escalation point for high-priority or complex technical issues.
• Deliver white-glove support for senior executives and critical business functions.

Technical & Process Excellence

• Provide hands-on technical support and troubleshoot hardware, software, and connectivity issues.
• Coordinate with other global IT teams and external vendors to resolve issues.
• Collaborate with the Global ITSM leader to identify systemic issues and implement process improvements.
• Develop and maintain Standard Operating Procedures (SOPs) and KPI-driven frameworks for IT support.
• Monitor and analyze KPIs to improve service levels and quality.

Compliance & Governance

• Oversee end-user device compliance with security and corporate IT policies.
• Partner with compliance and security teams to address vulnerabilities and ensure audit readiness.
• Drive implementation of corporate IT standards and ensure regional alignment.

Strategic Planning & Continuous Improvement

• Lead initiatives for capacity planning, team design, and resource optimization.
• Identify and deploy automation, self-service, and other efficiency-enhancing solutions.
• Partner with business units on new service rollouts to ensure smooth adoption and support readiness.
• Execute onshoreoffshore mix strategies for cost-optimized, quality-driven support operations.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent problem-solving and root cause analysis capabilities.
• Ability to prioritize effectively in high-pressure situations.
• Strong stakeholder management and communication skills.
• Proficiency in ITSM platforms (e.g., ServiceNow) and ITIL framework.
• Strategic mindset with a focus on continuous service improvement.

Qualifications & Experience

• Bachelor’s degree in computer science, Information Technology, or related field (preferred).
• 12+ years in IT end-user support, with at least 3 years in a leadership role.
• Experience managing multi-region IT support operations.
• Demonstrated experience in IT compliance and governance.
• ITIL v4 certification preferred.
• Familiarity with Microsoft 365, hardware lifecycle management, and endpoint security tools.

Key Performance Indicators (KPIs)

• SLA adherence rate.
• End-user satisfaction (CSAT) scores.
• First call resolution rate.
• Compliance audit pass rate.
• Time to resolution for critical incidents.
• Reduction in repeat issues/systemic problems.