Support Services Director

Benesch is seeking a Support Services Director to lead and elevate the strategy, performance, and continuous improvement of our Service Desk, endpoint lifecycle, end-user technology support, and employee productivity services. Reporting directly to the Chief Information Officer, this role will shape a modern, metrics-driven support organization that delivers a secure, reliable, and seamless technology experience for our employees while advancing Benesch’s business priorities and evolving workplace needs.

The ideal candidate is a forward-thinking, service-oriented technology leader who combines strong operational discipline with a modern employee-experience mindset. You will have the opportunity to lead distributed teams, modernize support services through automation and analytics, build strong partnerships across the business, and drive meaningful change in a fast-paced, multi-office professional services environment.

The Impact You Will Have

Set the vision and strategic direction for Benesch’s Service Desk, endpoint lifecycle, and end-user support functions, establishing a scalable operating model focused on service excellence, employee experience, and continuous improvement.
Partner with IT and business leaders to turn technology strategy and business needs into clear support priorities, roadmaps, staffing plans, and measurable outcomes.
Build a data-driven support organization by defining and monitoring service levels, customer satisfaction, resolution quality, response times, ticket trends, demand forecasts, and employee experience metrics.
Champion a secure and reliable technology environment by ensuring end-user applications, systems, devices, and support processes align with Benesch’s cybersecurity, compliance, asset management, identity, data protection, and risk management standards.
Lead, coach, and develop managers, supervisors, and staff while building a high-performing culture grounded in accountability, collaboration, service excellence, and professional growth.
Develop workforce plans, capacity models, and staffing strategies that enable the team to scale with Benesch’s growth across a distributed office and hybrid work environment.
Oversee operating budgets, capital plans, vendor spend, and investment recommendations, balancing service performance, technology lifecycle needs, cost discipline, and business priorities.
Partner with Human Resources and IT leadership on talent strategy, hiring, performance management, compensation, career development, and organizational structure.
Build and lead strategic relationships with technology vendors, managed service providers, and other partners, ensuring strong performance, cost-effectiveness, service quality, and accountability across insourced, outsourced, and co-managed operations.
Drive modernization through automation, analytics, self-service capabilities, and process improvements that make technology support more proactive, efficient, and easy to navigate.
Lead teams through organizational and technology change, anticipate operational challenges, and keep the employee experience at the center of every decision.

What We Are Looking For

Bachelor’s degree in Computer Science, Information Systems, Business, or a related field, or an equivalent combination of education and relevant experience.
10+ years of progressive IT experience, including leadership of enterprise support services, endpoint management, Service Desk operations, end-user computing, business applications support, or related technology operations functions.
6 to 8+ years of people leadership experience, including leading managers or supervisors, developing teams, managing performance, and building scalable support operations.
Demonstrated experience managing the full lifecycle of technology products, services, endpoints, and support processes, from planning and deployment through adoption, optimization, and retirement.
Strong knowledge of IT service management practices, endpoint technologies, collaboration platforms, enterprise support tools, vendor management, and managed service delivery models.
Experience using service levels, KPIs, operational reporting, customer satisfaction, demand forecasting, capacity planning, and continuous improvement practices to drive better outcomes.
Experience developing business cases, investment recommendations, cost-benefit analyses, and executive-level communications to support technology decisions.
Knowledge of scripting, workflow automation, endpoint automation, self-service capabilities, and support process improvement tools.
Experience leading distributed teams, including internal staff, external partners, managed service providers, and onshore or offshore resources.
Demonstrated ability to build high-performing teams, develop leaders, navigate change, resolve complex operational issues, and foster a culture of accountability, collaboration, and service excellence.
Strong decision-making, stakeholder management, executive communication, problem-solving, and client service skills.
Excellent verbal, written, presentation, and executive communication skills, with the ability to translate complex technical issues into clear business impacts, options, and recommendations.
Experience with ITIL or similar IT service management practices, modern endpoint management platforms, Service Desk tools, Microsoft 365, identity and access management concepts, cybersecurity control frameworks, automation, or self-service initiatives is preferred.
Experience supporting technology operations in a multi-office professional services or engineering environment is preferred.