Western Digital Director End User Services 

United States, California, San Jose 

556234896

Today’s exceptional challenges require your unique skills. Together, we can build the future of data storage.

As the IT Director of End User Services, you will lead with a passion for delivering exceptional customer support and elevating the overall employee experience. Your ability to anticipate, understand, and meet the evolving needs of end users will be key to driving service excellence and fostering a more connected, efficient workplace. This role involves managing IT end user support teams, implementing best practices across multiple regions, optimizing workflows, and ensuring the highest levels of customer satisfaction. You will have strong leadership and communication skills, extensive technical expertise, and a strategic mindset for delivering world-class IT service at a global scale.

Key Responsibilities:

• Lead and manage global IT support teams, including help desk technicians and regional IT leaders.
• Deliver timely and effective solutions to IT end user support requests and issues while aligning with service level agreements (SLAs) and ensuring an exceptional customer experience.
• Develop and implement IT support policies, standards, and procedures to enhance efficiency and ensure consistency across all locations.
• Align IT support strategies with business goals, working closely with other IT teams and leadership.
• Manage vendor relationships and evaluate IT service providers
• Develop and maintain IT support training programs for staff and end-users across global offices.
• Provide strategic technical guidance and mentorship to IT support personnel worldwide.
• Prepare and present reports on IT support performance, trends, and key metrics to executive leadership.
• Ensure compliance with IT security policies, data protection regulations, and industry best practices on a global scale.
• Lead or participate in major IT projects, system upgrades, and digital transformation initiatives to support the company’s international growth.

Required:

• 10+ years of experience in IT end user services, with at least 5 years in a leadership role overseeing global support teams, user experience and operations
• Experience in developing and implementing best practices for end user support. Ability to identify opportunities for process improvements and drive operational efficiencies.
• Ability to manage vendor service levels and ensure contractual obligations are met.
• Strong knowledge of ITIL framework and service management best practices.
• Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk) in a global enterprise setting.
• Proficiency with device management systems and with troubleshooting IT end user issues.
• Proven experience in strategic IT planning and execution at a global level.
• Excellent leadership, problem-solving, and communication skills.
• Ability to manage multiple priorities and complex projects in a dynamic, fast-paced environment.
• Bachelor’s degree in Information Technology, Computer Science, or a related field. Master’s degree preferred.

Preferred Qualifications:

• ITIL certification or other relevant IT service management certifications.
• Project management experience (PMP, Agile, or Scrum certification is an advantage).

Compensation & Benefits Details

• An employee’s pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
• The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.
• You will be eligible to participate in Western Digital’s Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Western Digital’s Standard Terms and Conditions for Restricted Stock Unit Awards.
• We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Western Digital Savings 401(k) Plan.
• Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.