Director, End User Support

Battelle delivers when others can’t. We conduct research and development, manage national laboratories, design and manufacture products and deliver critical services for our clients—whether they are a multi-national corporation, a small start-up or a government agency.

We recognize and appreciate the value and contributions of individuals from a wide range of backgrounds and experiences and welcome all qualified individuals to apply.

The Director, End User Support is responsible for managing and directing IT Endpoint, Tier 1-3 Support, IT Service management, Asset, and Identity and Access Management Teams. The incumbent is responsible for overseeing the day-to-day operations of the department and ensuring that all IT services under this role’s direction are delivered efficiently and effectively within defined SLA’s and metrics. This position will also be responsible for developing and executing strategies and roadmaps for the team and implementing IT support policies and procedures. Additionally, this role will manage vendor relationships, contracts, license, and global inventories, ensuring that all IT support activities follow applicable laws and regulations.

• Direct and oversee the IT System Support Teams, including hiring, training, and performance management. This includes, but is not limited to the Service Desk, Endpoint, IT Service Management, Asset, and Identity and Access teams.
• Develop and execute against roadmaps for IT Support team that are in sync with the other teams across CIT.
• Develop and implement IT support processes, policies and procedures.
• Oversee the delivery of all IT support services, ensuring that they are delivered efficiently and effectively and within defined SLAs and metrics.
• Ensure that all IT support activities are in compliance with applicable laws and regulations.
• Develop and manage the IT support budget, ensuring that all expenditures are within budget and any unplanned expenditures are covered in agreement with the peers across CIT.
• Manage vendor relationships and negotiate contracts with third-party service providers, including management of licenses tied to purchased contracts.
• Monitor and report on key performance metrics for the IT support department.
• Ensure that all IT support requests are resolved in a timely and efficient manner.
• Develop and maintain relationships with key stakeholders across the organization, including senior management, business unit leaders, and other key IT staff.
• Ensure that all IT support staff have the necessary tools and resources to perform their jobs effectively.
• Develop and implement strategies to improve the quality and efficiency of IT support services.

• Bachelor’s degree in Computer Information Systems; 10 years of IT experience, including experience in asset, software, identity and access management; or an equivalent combination of education and/or experience in a related field.
• ITIL Intermediate certification.
• Minimum of 5 years’ experience leading and designing ITIL processes and ServiceNow.
• Vendor, people, and budget management experience; continuous improvement experience.
• Experience with Windows roll outs.
• Experience with IT Endpoint infrastructure, applications, and systems.
• Knowledge of applicable laws and regulations related to IT support.
• Ability to coach, direct and develop IT professionals.
• Experience working with the CIO and C-Level executives, identifying their requirements and working with them to provide solutions that enable the business to meet their objectives.
• Must be eligible for a Government issued Security Clearance.

• Master’s degree in related field.

• Certification or training in Problem Solving and Decision Making.

Benefits: Live an Extraordinary Life
We care about your well-being, not just on the job. Battelle offers comprehensive and competitive benefits to help you live your best life.

• Balance life through a compressed work schedule: Most of our team follows a flexible, compressed work schedule that allows for every other Friday off—giving you a dedicated day to accomplish things in your personal life without using vacation time.
• Enjoy enhanced work flexibility, including a hybrid arrangement:You have options for where and when you work. Our Together with Flexibility model allows you to work 60% in-office and 40% remote, with Monday and Tuesday as common in-office days, dependent on team and position needs.
• Take time to recharge: You get paid time off to support work-life balance and keep motivated.
• Prioritize wellness: Stay healthy with medical, dental, and vision coverage with wellness incentives and benefits plus a variety of optional supplemental benefits.
• Better together: Coverage for partners, gender-affirming care and health support, and family formation support.
• Build your financial future: Build financial stability with an industry-leading 401(k) retirement savings plan. For most employees, we put in 5 percent whether you contribute or not, and match your contributions on top of that.
• Advance your education: Tuition assistance is available to pursue higher education.

A Work Environment Where You Succeed
For brilliant minds in science, technology, engineering and business operations, Battelle is the place to do the greatest good by solving humanity’s most pressing challenges and creating a safer, healthier and more secure world.

You will have the opportunity to thrive in a culture that inspires you to:

• Apply your talent to challenging and meaningful projects
• Receive select funding to pursue ideas in scientific and technological discovery
• Partner with world-class experts in a collaborative environment
• Nurture and develop the next generation of scientific leaders
• Give back to and improve our communities

Vaccinations & Safety Protocols

Battelle may require employees, based on job duties, work location, and/or its clients’ requirements to follow certain safety protocols and to be vaccinated against a variety of viruses, bacteria, and diseases as a condition of employment and continued employment and to provide documentation that they are fully vaccinated. If applicable, Battelle will provide reasonable accommodations based on a qualified disability or medical condition through the Americans with Disabilities Act or the Rehabilitation Act or for a sincerely held religious belief under Title VII of the Civil Rights Act of 1964 (and related state laws).

Battelle is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Battelle.

The above statements are intended to describe the nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, activities and skills required of staff members. No statement herein is intended to imply any authorities to commit Battelle unless special written permission is granted by Battelle's Legal Department.

For more information about our other openings, please visit www.battelle.org/careers