DIRECTOR OF ENDPOINT MANAGEMENT, CUSTOMER CARE CENTER AND SERVICENOW

Background Check:

This position requires a criminal background check and CJIS/FTI. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

Who we are and what we do:

The Director of Endpoint Management, Customer Care Center and ServiceNow provides strategic and operational leadership for statewide endpoint technology, customer support, and enterprise service management capabilities within Strategic Technology Solutions (STS). Reporting to the Deputy CIO for Strategic Technology Services, this position ensures that employees across state government have secure, reliable, accessible, and effective technology services and support. The Director leads the strategy, governance, operations, service delivery, platform roadmap, architecture, administration, development, integrations, vendor relationships, and continuous improvement for Endpoint Management; Audio Visual and Unified Communications and Collaboration (AV/UCC); Mobility Management; the statewide IT Service Help Desk and Network Operations and Security Center (NOSC) for all state employees; Workstation Support, Management and Deployment; and the State's ServiceNow platform. This position partners with agency leadership, technology executives, cybersecurity, enterprise architecture, finance, human resources, procurement, vendors, and other business stakeholders. The successful candidate will balance strategic leadership with operational discipline and sufficient technical depth to guide complex decisions, establish standards, manage competing priorities, and deliver measurable value to state employees and agencies.

Key Responsibilities:

Enterprise Strategy, Governance and Service Management

Establish and maintain a statewide strategy, roadmap, operating model, and governance framework for endpoint management, AV/UCC, mobility, workstation services, the statewide Help Desk and NOSC, and ServiceNow.

Position ServiceNow as a governed enterprise platform rather than a collection of independent agency implementations.

Define decision rights, intake processes, prioritization methods, service ownership, escalation paths, and approval checkpoints across the portfolio.

Align services and initiatives with STS strategy, enterprise architecture, cybersecurity requirements, accessibility expectations, technology policy, and statewide business priorities.

Establish measurable service-level expectations, customer experience standards, adoption targets, and continuous-improvement practices.

Promote standardization, automation, transparency, knowledge management, and consistent service delivery across agencies.

Endpoint Management and Workplace Technology

Provide enterprise leadership for Endpoint Management, workstation lifecycle management, and related workplace technology services, including standards, provisioning, configuration, deployment, maintenance, compliance, security, inventory, replacement, and retirement.

Oversee the statewide Microsoft 365 environment and related enterprise services, including Teams, Exchange Online, Active Directory, Azure Active Directory/Entra ID, identity and access management, mobility, configuration management, and cloud-hosted services.

Provide governance and operational oversight for Microsoft 365 productivity and collaboration services, including Outlook and email, Teams, SharePoint, file shares, Power Apps, and related enterprise capabilities.

Lead the effective implementation and operational use of Microsoft Intune for device enrollment, configuration, application management, compliance, security, remote management, and endpoint lifecycle activities.

Establish standards for endpoint architecture, configuration, patching, vulnerability remediation, encryption, identity, remote management, software distribution, mobile-device management, and asset accountability.

Provide governance and operational oversight for CoreView, Tanium, and other endpoint, Microsoft 365 management, security, monitoring, and analytics platforms.

Coordinate enterprise email security and protection services, including Proofpoint, and related messaging-security controls.

Manage Microsoft license assignments, subscriptions, support agreements, utilization, and cost optimization in coordination with procurement, finance, agencies, and service providers.

Provide consultation and integration recommendations to agencies seeking to connect applications and services to enterprise directory, identity, Microsoft 365, endpoint, and mobility capabilities.

Partner with cybersecurity and agency technology leaders to improve endpoint protection, compliance, operational resilience, and readiness for emerging threats.

Develop strategies that support hybrid work, accessibility, employee productivity, service continuity, secure mobility, and cost-effective technology refresh cycles.

Work with cloud providers and strategic technology vendors to ensure hosted enterprise services meet agency expectations and established service-level agreements.

Monitor the operational environment through service metrics, key performance indicators, service-level agreements, and other indicators to identify trends and proactively anticipate problems.

Use endpoint data, service analytics, and user feedback to identify trends, reduce recurring incidents, and improve the employee technology experience.

Customer Care Center and Support Operations

Lead the statewide IT Service Help Desk operating model for all state employees, including incident, request, problem, knowledge, access, communications, and escalation management.

Ensure responsive, professional, consistent, and customer-centered support for state employees and agency technology partners.

Establish performance standards for responsiveness, resolution, first-contact resolution, backlog management, customer satisfaction, communication, and service continuity.

Oversee support channels, knowledge articles, self-service resources, training materials, communications, and employee-facing technology information.

Provide operational oversight for the IT Service Help Desk and call-center technology, including NICE CXone and related service-management, call-routing, reporting, and quality-monitoring capabilities.

Coordinate major incident communications, executive escalations, outage response, and cross-functional restoration activities.

Build strong relationships with agency CIOs, executive leaders, service owners, vendors, and frontline support personnel.AV/UCC and Mobility Management.

Provide enterprise leadership for audio visual, unified communications, and collaboration services, including standards, lifecycle management, deployment, support, adoption, and service quality.

Oversee collaboration, conferencing, voice, video, room technology, telepresence, IP telephony, cabling services, and related workplace communications capabilities.

Lead statewide mobility management for mobile devices, wireless services, mobile applications, enrollment, security, configuration, inventory, lifecycle, and user support.

Establish standards for mobile access, device security, identity, application management, remote support, cost control, and appropriate use.

Coordinate AV/UCC and cabling services with enterprise architecture, network operations, cybersecurity, agencies, facilities, and vendors to ensure reliable and supportable deployments.Identity, Access and Connectivity Services.

Provide leadership for enterprise identity and access capabilities supporting state employees and agency applications, including Active Directory, Azure Entra ID, IAM, and PAM.

Establish standards for authentication, authorization, privileged access, directory integration, account lifecycle, access governance, and secure connectivity.

Coordinate LAN, file-share, directory, and related foundational connectivity services with network operations, cybersecurity, agencies, and service providers.

Partner with cybersecurity and agency stakeholders to ensure access services are secure, resilient, auditable, and aligned with least-privilege principles.

Workstation Support, Management and Deployment

Direct statewide workstation support, management, deployment, provisioning, configuration, maintenance, replacement, and retirement activities.

Maintain accountability for the storage, inventory, custody, and disposition of state workstations and related endpoint assets.

Ensure consistent deployment practices for hardware, operating systems, applications, peripherals, configurations, patches, security controls, and accessibility requirements.

Coordinate workstation deployment and support with agencies, vendors, the Help Desk, endpoint-management teams, cybersecurity, and field-support resources.

Use operational data and employee feedback to reduce recurring incidents, improve deployment quality, and enhance employee technology experience.

ServiceNow Platform Leadership

Lead the statewide ServiceNow strategy, platform roadmap, operating model, architecture, administration, development, testing, release management, integrations, and operational support.

Oversee the health, performance, availability, security, scalability, and maintainability of the ServiceNow platform.

Direct delivery and continuous improvement of approved capabilities such as ITSM, CSM, SPM, ITOM, asset management, CMDB, Discovery, and related enterprise workflows.

Assess, prioritize, and implement appropriate automation and generative AI capabilities within ServiceNow to improve service delivery, employee experience, operational efficiency, knowledge management, self-service, workflow automation, and measurable business outcomes, while maintaining appropriate governance, security, privacy, transparency, and human oversight.

Manage technical debt and enforce disciplined use of out-of-the-box functionality, approving exceptions when justified by business value, risk, cost, or statewide need.

Ensure the CMDB and related asset and configuration data are accurate, governed, secure, and operationally useful.

Translate agency and enterprise needs into a prioritized product roadmap with clear ownership, funding, benefits, and delivery expectations.Architecture, Integration, Security and Resilience.

Direct integrations among ServiceNow, endpoint-management tools, identity services, financial and human-resources systems, asset repositories, monitoring platforms, development tools, collaboration platforms, AV/UCC services, mobility platforms, and NOSC tools.

Partner with cybersecurity, privacy, enterprise architecture, legal, and audit leaders to address identity, privileged access, segregation of duties, encryption, logging, monitoring, records, retention, and data protection.

Financial, Procurement and Vendor Management

Develop and manage budgets, licensing strategies, resource plans, investment proposals, and multi-year financial plans for the portfolio. 

Lead relationships with ServiceNow, endpoint-management providers, AV/UCC and mobility providers, implementation partners, support vendors, and other strategic suppliers.

Manage statements of work, deliverables, contract performance, escalations, renewals, negotiations, and transition planning.

Ensure vendor engagements include documentation, knowledge transfer, maintainability, measurable outcomes, and sustainable support models.

Evaluate new products and competing capabilities based on business value, risk, security, accessibility, cost, integration, and long-term supportability.

Leadership and Organizational Development

Lead, coach, and develop endpoint, AV/UCC, mobility, Help Desk, NOSC, workstation management support, ServiceNow engineering, administration, business-analysis, and support personnel.

Build stakeholder forums that promote knowledge sharing, consistent standards, adoption, and accountability.

Promote professional development, certifications, service-management maturity, platform skills, documentation, succession planning, and workforce continuity.

Foster a culture of customer service, transparency, operational excellence, innovation, continuous improvement, and measurable performance.

Minimum Qualifications:

Required Qualifications:

Bachelor's degree in information technology, computer science, business administration, or a related field; equivalent experience may be considered.

Fifteen years of progressive information technology experience, including significant leadership responsibility for enterprise technology operations, shared services, endpoint or workplace technology, IT service management, and enterprise platforms.

Seven years of managerial experience leading multidisciplinary technology teams, service portfolios, vendors, budgets, contracts, and complex cross-organizational initiatives.

Significant experience leading enterprise ServiceNow implementations or comparable enterprise service-management platforms in production environments.

Demonstrated experience with IT service management, endpoint operations, platform governance, enterprise technology operations.

Experience establishing standards, operating models, service-level expectations, and governance for shared enterprise services.

Demonstrated experience managing enterprise technology operations, shared services, or platforms in a large or decentralized organization.

Strong written, verbal, presentation, negotiation, executive communication, and stakeholder-management skills.

Demonstrated ability to lead through incidents, competing priorities, organizational change, and high-visibility operational matters.

Preferred Qualifications:

ServiceNow Certified System Administrator, Certified Implementation Specialist, Certified Application Developer, Certified Technical Architect, or comparable certification.

ITIL, HDI, project management, Agile, endpoint-management, cybersecurity, cloud, or enterprise-architecture certification.

Experience with ServiceNow ITSM, CSM, SPM, ITOM, Discovery, CMDB, SecOps, integrations, and platform security.

Experience with AV/UCC, mobility-management, Help Desk, NOSC, workstation deployment, or comparable enterprise workplace-technology services.

Experience working in state government, public-sector, regulated, decentralized, or large complex enterprise environments.

Experience managing statewide or multi-agency shared services, enterprise licensing, vendor governance, and platform rationalization.

Experience with Microsoft 365, Intune, CoreView, Tanium, endpoint platforms, device-management tools, software distribution, asset management, vulnerability remediation, and hybrid-work support.

Experience developing service catalogs, knowledge-management programs, self-service capabilities, automation, and customer-experience metrics.