Support Services Director

  • Chicago, IL
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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.

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