Director of IT End User Services

Rally House is a specialty retail store that carries all things local! We are looking for people who are enjoy working for a growing organization, as we currently operate 300+ stores nationwide, with many more to come! You will enjoy an exclusive store discount when you join our team, as well as a competitive benefits package with flexible PTO, 401k match, parental leave, paid holidays, and continued career development opportunities as we grow beyond 300 stores! We don't just provide jobs, we provide careers.

Job Description

The Director of IT End User Services is a strategic and hands-on leader responsible for overseeing the delivery, support, and continuous improvement of end-user computing services across the organization, including network security. This role directs all end user support activities, including phone and desk-side support, and owns the helpdesk platform, driving its evolution to optimize service management processes. This position will support both the multi-site, multi-state retail store locations and the corporate office teams. This role takes the initiative to identify technology needs as well as addressing needs as they arise. The ideal candidate is passionate about providing an exceptional support experience, possessing strong technical proficiency, executive presence, and communication skills.

ResponsibilitiesLead and Manage Teams: Supervise and mentor a multi-disciplinary team responsible for service desk, desktop support, endpoint management, and collaboration technologies.

Service Delivery & Support: Oversee end-user support operations, ensuring timely and effective resolution of incidents, service requests, and technical issues across the organization.

Strategy & Vision: Collaborate with senior IT leadership to define the digital workplace roadmap, aligning user experience with broader business and IT goals.

Endpoint Management: Drive lifecycle management of devices (laptops, desktops, mobile devices), including procurement, configuration, deployment, maintenance, and decommissioning. Maintain hardware and software asset inventories.

Technology Enablement: Partner with departments to evaluate and implement productivity tools and collaboration platforms (e.g., Microsoft 365, Zoom) and support diverse operating systems (e.g., macOS, iOS). Oversee conference room support and maintenance, including audio/video equipment and end user documentation, training, and day-to-day support. Manage Microsoft 365 license allocations, reservations, and Enterprise Agreement.

Vendor & Contract Management: Manage vendors and contracts for end-user technologies (hardware, software, managed services).

Metrics & Reporting: Develop KPIs, dashboards, and reports to monitor service performance and user satisfaction.

New Store Support: Owns the oversight and completion of all IT activities required to successfully open new retail stores (planning IT needs with construction team, IT hardware provisioning and configurations, POS setup and test, user training, etc.)

Security: Identifies and eliminates security risks through standards and procedures and deploys infrastructure to assure appropriate security IT assets and data

Relationship Management: Establish and maintain intra- and inter-department relationships and partnerships.

Skills and KnowledgeAbility to identify and collaborate with key stakeholders to develop and execute communications strategies, Ability to think strategically and to provide a clear path to achieving results, Deep understanding of retail industry and operation, Experience working with vendors, Proficient in staying up to date on new technologies and trends in IT support

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field

Minimum of 12 years' experience in IT

Minimum of 8 years in a leadership role and 5 years in a management role

Minimum of 3 years of relevant experience in multi-site retail

IT certifications such as ITIL, CompTIA Network+, or PMP are a plus.

NetSuite, Workday, and Active Directory experience strongly preferred

Physical Requirements

Work is typically performed in an office, but projects may sometimes take the employee to a non-standard workplace; Requires the ability to operate standard office equipment and keyboards; Must have the ability to lift and small carry parcels, packages and other items, such as IT equipment, up to 50lbs, and to walk short distances; Must have the ability to sit and sometimes stand for several hours.

Travel Requirements

This position is typically in office in Lenexa, KS, but may require travelling to local stores and on rare occasions to markets outside of Kansas City.

$125,000.00 - $175,000.00

Annual

Day Shift (United States of America)

JR111840