The New York Times
SeniorDirector,EndUserSupport
“Senior Director, End User Support at The New York Times. Skills: End user support, IT service management, Team leadership. Lead global End User Support organization. Own day-to-day operations for end user support”
What You'll Achieve.
Evolve standards, productivity, and customer experience; Drive automation and self-service; Ensure reliable, secure, and modern end user capabilities; Improve enterprise productivity and employee experience; Reduce friction and improve user experience; Keep environment current and competitive; Ensure consistent application of company policies
Industry & Context.
Root cause analysis; Troubleshooting; Risk mitigation
What They're Looking For.
Must Have
Bachelor's degree in IT, CS, Business, or related field, or equivalent relevant experience, 8+ years of experience in technology support, infrastructure, or related IT functions, 5+ years of management experience leading technical support, help desk, or end user support teams, Demonstrated experience owning and operating IT Service Management processes
What You'll Do.
Lead global End User Support organization
Own day-to-day operations for end user support
and enhance ITSM framework
and report on KPIs and SLAs
Establish and maintain clear escalation paths
Develop and maintain understanding of business needs
Partner closely with other technology teams
Manage relationships with other business units
Define and maintain policies
Ensure compliance with security
and compliance requirements
Develop and execute roadmap for modernizing end user
Champion opportunities to leverage AI
Evaluate emerging technologies and industry best practices
Lead or co-lead cross-functional initiatives
and develop global team
Set clear goals and expectations for team
Partner with HR and leadership for workforce planning
Foster relationships with union and non-union staff
Develop and manage annual budget
Evaluate and manage third-party service providers
Identify opportunities for cost optimization
Collaborate on global and local IT projects
Contribute to business continuity and disaster recovery planning
Proactively identify operational risks
Ensure adherence to security policies
How You'll Work.
Team & Collaboration
Cross-functional initiatives; Partner with HR and leadership; Collaborate on IT projects
Process & Methodology
Roadmap development, Project management
Applying for this Senior Director, End User Support role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about The New York Times?
Real rants from real employees. Read before you apply.