Senior Director End User Services

Job Description

SUMMARY:

The Senior Director, End User Services is a senior IT leader responsible for three core IT functions critical to the success of Churchill Downs Incorporated (CDI): the enterprise IT Service Desk, End User Computing (e.g. PCs, mobile devices, printers), and Software Asset Management. In conjunction with the VP of IT Operations, this role sets the vision and strategy for end-user support services across CDI’s more than 29 property footprint and leads a team of managers to deliver secure, seamless, and productive technology experiences for employees company-wide. The Senior Director drives operational excellence through effective leadership of service desk operations, endpoint management, and user support platforms. They champion continuous improvement, ensure alignment with ITIL best practices (Incident, Change, Problem), and foster a high-performing culture focused on efficient, consistent, reliable, and scalable IT service delivery and process.

ESSENTIAL DUTIES and RESPONSIBILITIES include the following:

Provides leadership, guidance and mentorship to direct reports

Reinforce ITIL Service Management standards and practices across the IT organization and overall responsibility for defining, reviewing, documenting, communicating and monitoring adherence to standards, procedures and processes for areas of responsibility and overall for Incident, Problem, Service Request and Change Management

Maintain a strong relationship with IT leaders to align solution roadmaps, resources, etc. in the interest of the overarching IT strategy

Manage the design, maintenance and operation of the IT Service Catalog

Development, maintenance and ownership of the IT asset management and user endpoint software lifecycle

Ensure appropriate metrics are defined and reported regularly to key stakeholders for areas of responsibility

Vendor relationship management including ongoing management of 3rd party service providers, requests for information, proposals, selection and contract negotiations as they relate to end-user software, hardware procurement and/or support

Collaborates with the sourcing and procurement teams to negotiate vendor agreements for end-user technology and support services, ensuring optimal value, performance, and alignment with company needs (e.g. user hardware contracts with OEMs and third-party service desk MSPs)

Work with finance and IT leadership to help develop and manages the IT budget for areas of responsibility

Analyzes information to determine, recommend, and plan enterprise-wide end-user device and software deployments, or modifications to existing configurations for developing and maintaining an end-user device roadmap and lifecycle strategy

REGULATORY

Ability to obtain racing and/or gaming licenses as required in any jurisdiction where CDI operates. The Gaming industry is highly regulated and as such demands an extensive background check to obtain a license. Must be 21 years of age or older.

EDUCATION and EXPERIENCE:

Bachelor’s degree in Information Technology, Computer Science, Electrical Engineering or similar field required

Minimum of 5 years experience leading teams and managers within a technology organization

Demonstrated history of leadership with experience leading managers required

Proven experience standing up or transforming IT Service Desk operations, ideally with experience in transitioning from decentralized to centralized and/or hybrid models

Expertise in evaluating, onboarding, and managing third-party MSPs, with a focus on ensuring performance, SLAs, and seamless user experiences

ITIL Foundation certification required with a strong background in ITIL service process management

SKILLS and ATTRIBUTES:

ITIL Practitioner v2 or higher certification preferred

Lean/Six Sigma certification strongly preferred

Project Management experience preferred

Strong written and verbal communication, organization, critical thinking and problem solving skills

Ability to design and execute a long-term roadmap for scalable, enterprise-wide end-user support services aligned with business objectives

Excellent time management skills with demonstrated experience in managing multiple priorities simultaneously

Ability to adapt to new and changing business environments

Ability to operate under the pressure of strict deadlines

PHYSICAL DEMANDS/ WORKING CONDITIONS:

Extended periods of sitting at a desk and working on a computer

Regular use of a keyboard and mouse for typing and navigating software

Viewing a computer screen for prolonged periods

Ability to manipulate paperwork, including filing, sorting, and organizing

Moving within the office environment to attend meetings, use office equipment, or interact with colleagues

Occasional lifting of office supplies or paperwork (up to 20 pounds)

Speaking and listening to colleagues and clients in person, over the phone, or via video conferencing

Working in a climate-controlled office environment with moderate noise levels

Performing repetitive tasks such as data entry or document preparation

Working under artificial lighting conditions typical of an office environment, which may include fluorescent or LED lighting

Full-time