Director, IT End User Experience

About The Position | Major goals and objectives and location requirements 

Dotdash Meredith is seeking a Director of IT End User Experience to lead, strategize, and manage all aspects of end-user technology support, ensuring exceptional service delivery and operational efficiency of our Information Technology Support, Endpoint and Audio Visual teams. This position requires a hands-on leader with a blend of end-user technology support experience that combines executive-level oversight with hands-on technology leadership to drive innovation across our Service Desk and End User support initiatives. The Director of IT End User Experience will collaborate across the organization to drive outcomes, enhance user productivity, evangelize our mobile first philosophy, and align information technology initiatives with DDM’s business objectives. The role supports the IT Service Desk, Endpoint Engineering, Cost Management and Audio Visual teams managers in an effort to build a culture that creates a sense of community and delivers impactful results.

Full in office- 

In-office Expectations: This position is fully in-office due to the nature of the work being done.

About The Team: | The Team and/or Brand.

Dotdash Meredith’s Information Technology Support team comprises four groups. Our Information Technology Service Desk team is staffed with seasoned managers, coordinators and analysts who focus on providing technical assistance to end-users, managing service desk operations, hardware inventory, coordinating projects, and ensuring the smooth running of IT services. The second group is our cost management team that focuses on the procurement lifecycle for IT goods and services, ensuring efficient purchasing, inventory management, asset management, and cost control within the IT department, our third team, endpoint management who manage and maintain end-user devices (laptops, desktops, mobile devices) throughout their lifecycle and finally, our audio-visual team who are responsible for the setup, operation, maintenance, and troubleshooting of audio-visual equipment, digital signage and systems in a variety of settings (including live events, conferences, presentations, or permanent installations).

About The Positions Contributions:

Weight %

Accountabilities, Actions and Expected Measurable Results

70%

• Develop and execute a comprehensive end-user technology strategy aligned with organizational goals.

• Act as a bridge between technical teams and executive leadership, translating complex technical concepts into actionable strategies.

• Drive a Cloud-first, SaaS-first approach aligned with DDM’s end-user technology ecosystems.

• Provide oversight for IT Service Desk, Endpoint Engineering, Cost Management and Audio-Visual Engineering teams.

• Manage all aspects of Microsoft M365, Windows 365, JAMF, VDI, Intune Management and Asset Maintenance / IT Cost Management.

• Implement innovative solutions to enhance user experience and automate business processes and productivity workflows.

• Create and maintain technical documentation and executive summaries for stakeholders

• Monitor and optimize endpoint performance, resolving issues to ensure value delivery.

• Work closely with our Enterprise Infrastructure, Platform Support, Infrastructure Engineering, Information Security and Developer Experience teams.

• Monitor and optimize ITSD performance, resolving issues within SLA to ensure maximum CSR rating.

• Oversee BAU projects, including software upgrades, patch management, and equipment refresh planning.

30%

• Establish and maintain program management standards, including capacity planning, resource forecasting, governance, and reporting.

• Identify and implement continuous improvement and automation initiatives.

• Develop metrics and data-driven AI grounded insights to evaluate and enhance technology services.

The Role’s Minimum Qualifications and Job Requirements

Education:

• Bachelor’s or master’s degree in Computer Science, Information Technology, or related field.

  
  

Experience:

• 10+ years of relevant leadership experience within IT.

• Extensive leadership experience in ITSD, Endpoint and Cost Management with a focus on integrating emerging technologies.

• Proven ability to lead, motivate, and manage multidisciplinary technology teams.

• Expertise in technology strategy, end-user computing, VDI, cloud-based SaaS/PaaS platforms and AI-driven support solutions.

• Strategic thinking and problem-solving skills with exceptional communication and interpersonal abilities.

• Demonstrated success in deploying AI tools to enhance service delivery in fast-paced environments.

• Ability to engage effectively with technical and non-technical stakeholders.

Specific Knowledge, Skills, Certifications and Abilities:

• A highly collaborative operations leader (manager of managers) who will lead multiple teams with a results-oriented approach in a hybrid environment.

• Experience in technical project management, agile methodologies and customer service.

• Proficiency in Google Workspace, particularly AppSheet and other low code, no code solutions.

• Proficiency in AI platforms, data analytics, and machine learning technologies. 

• Experience working across distributed infrastructure environments.

• Strong attention to detail, with a commitment to anticipating needs and mitigating risks.

• Exceptional interpersonal and relationship-building skills.

• Extensive practical knowledge working with service desk management practices, SaaS/PaaS procurement, AV and cost management.

  
  

% Travel Required (Approximate): 5-10%