The Director of End User Operations will lead a global technology team responsible for supporting and delivering the digital end user experience (Service Desk, Deskside Level 1 & 2 teams) across the organization.

DW Operation’s mission is to optimize and evolve the employee technology experience, enable productivity, and increase efficiency by offering inspired secure solutions and expert level support to the BlackRock community.

The ideal candidate will bring over 15 years of relevant experience, 5 of which managing global support teams, with a strong focus on user experience and end-user support. They will be at the helm of ensuring top-tier end-user support and services in a global operations setting, driving innovation and operational efficiency.

Key Responsibilities:

• Develop and execute a digital workplace strategy across the global Service Desk and Deskside support teams, that aligns with the company’s business goals and technology transformation initiatives.

• Manage a large and diverse global cross-functional team while ensuring developing scalable, sustainable solutions that are data driven and focused on user experience.

• Analyze data to identify trends, make informed decisions, and drive continuous improvement.

• Oversee the management of digital workplace platforms, ensuring their reliability, performance, and user satisfaction.

• Ensure regulatory compliance and adherence to industry standards and regulatory bodies.

• Manage financial resources, including budgeting, forecasting, and cost optimization for the End User operational teams.

• Collaborate with stakeholders to understand their needs and incorporate feedback into digital solutions.

• Stay abreast of emerging technologies and best practices in the areas of end-user support and major incident management.

Qualifications:

• Minimum 15 years experience in technology operations, preferably in the financial services industry, with at least 5 years leading and transforming teams.

• Strong background in digital user experience and operations.

• Skilled in agile methodology, coaching, and mentoring individuals.

• Excellent problem-solving, networking, and performance management skills.

• Experience with desktop technology support, Service Desk, levels 1-2.

• Skilled at establishing strong relationships with and influencing executive stakeholders.

• Experienced in strategic staffing, including strategic partners to shared outcomes with clear accountabilities, standards, and metrics.

• Proven track record of delivering complicated multi-regional projects.

• Strong leadership skills and the ability to manage a diverse team.

• Excellent communication, negotiation, and interpersonal skills.

• Knowledge of regulatory requirements specific to the financial services industry