Associate Director, Technology Support Services (Remote in PST/MST/CST)
- Compensation
- $150K–$175K / yr
- Location
- Remote
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- 8+ years of progressive experience in IT service management, technology support services, enterprise support, service desk leadership, workplace technology support, or IT operations.
- 3+ years of people leadership experience managing service desk, ITSM, endpoint support, enterprise support, or employee-facing technology support teams.
- Strong practical knowledge of ITIL 4 practices, including incident, request, change, problem, knowledge, service catalog, service level, supplier, measurement/reporting, and continual improvement prac
- Experience owning, administering, configuring, enhancing, or serving as the operational owner for an enterprise ITSM platform such as Jira Service Management, ServiceNow, BMC Helix ITSM / Remedy, Ivan
- Experience with ITSM workflow design, service catalog configuration, queue management, automation rules, approval workflows, SLA configuration, reporting dashboards, data quality, platform governance,
- Experience leading service desk performance management, ticket quality improvement, support routing, escalation management, knowledge management, SLA reporting, CSAT improvement, and operational metri
- Experience supporting employee-facing technology environments that may include Microsoft 365, Teams, Zoom, Slack, Adobe, Chrome, Salesforce, endpoint-related services, and other workplace SaaS platfor
- Experience with onboarding/offboarding support workflows, physical asset management, inventory coordination, device recovery, endpoint support, SaaS support, vendor management, and service catalog gov
- Experience supporting distributed office or branch environments, including support visibility, issue tracking, escalation, communication, and service follow-through.
- Experience using monitoring, alerting, dashboards, event management, or operational health reporting to improve support visibility and proactive response.
- Experience assessing team structure, support model maturity, process effectiveness, skills coverage, service demand, and operating model gaps.
- Strong security mindset, with experience supporting identity verification, access controls, endpoint compliance, phishing response, privileged support processes, audit readiness, and regulated operati
- Demonstrated leadership maturity, including the ability to coach teams, raise standards, build accountability, use metrics, operate proactively, and improve the function without requiring constant dir
- Excellent leadership, communication, stakeholder management, vendor management, data analysis, and executive reporting skills.
- While the role is fully remote, travel will required (15%)
Full description
EP Wealth Advisors (EPWA) is a wealth management advisory firm with over $49.1 billion as of June 30, 2026, serving predominately high net worth individuals. EPWA fosters an inclusive environment that offers opportunities for our associates to learn, grow and enhance their skills to take on new challenges to progress in their professional careers.
Job Summary
The Associate Director, Technology Support Services is a senior IT operations leader responsible for EP Wealth’s employee-facing technology support operating model.
This role represents the evolution of the traditional Service Desk Manager into a stronger Technology Support Services leader. The Associate Director will own service desk performance, ticket quality, issue triage, escalation management, SLA and CSAT performance, knowledge base quality, support routing, onboarding and offboarding support workflows, physical asset management discipline, branch office support visibility, ITSM solution ownership, reporting and metrics, automation, and post–go-live hypercare for business and M&A transitions.
The role is accountable for the support experience and operational effectiveness of employee-facing technology support, while partnering with platform, system, security, infrastructure, and application owners for deeper administration, engineering, integrations, roadmap execution, and escalations.
With a focus on accountability, service quality, operational discipline, security, and proactive support, this leader will build a scalable and measurable support function that improves employee productivity, reduces friction, strengthens support standards, and enables EP Wealth’s continued growth.
Key Responsbilities
Technology Support Services Leadership
- Lead EP Wealth’s Technology Support Services function across service desk operations, ticket triage, escalation management, support quality, onboarding/offboarding support, asset coordination, branch support visibility, knowledge management, and support reporting.
- Evolve the current service desk model into a proactive, accountable, metrics-driven support services function with clear ownership, scalable processes, consistent service standards, and measurable outcomes.
- Own the employee-facing technology support model, including intake, routing, prioritization, escalation, communication standards, service recovery, and support experience.
- Partner with platform, system, security, infrastructure, and application owners for deeper administration, engineering, integrations, root-cause remediation, and escalated technical resolution.
- Assess current team structure, roles, skills, workload distribution, support tiers, escalation model, service ownership, and operating model maturity.