The New York Times
SeniorDirector,EndUserSupport
Neural analysis suggests this role is
optimal for Director candidates.
“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
Full Job Description
The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. The Senior Director, End User Support is responsible for leading a global organization that delivers best-in-class technology support and services to New York Times employees and contractors. This role oversees all aspects of end user support, including help desk, technical support, executive support, and related service delivery functions, with a strong focus on IT service management, operational excellence, and strategic transformation. The Senior Director is accountable for evolving the standards, productivity, and customer experience of the department, driving automation and self-service, and partnering with technology and business stakeholders to ensure reliable, secure, and modern end user capabilities. This is a hybrid role based in our New York City headquarters, reporting to the Vice President, IT Operations. You can typically expect to be in the office 3+ days/week. Responsibilities: Lead a global End User Support organization that includes Help Desk, Technical Support Specialists, Executive Support, and related teams supporting office, hybrid, and remote employees. Own day-to-day operations for end user support, ensuring high availability, responsiveness, and quality of service across all time zones. Implement, enforce, and enhance the IT Service Management (ITSM) framework (incident, request, problem, change, and knowledge) to drive consistent, repeatable service. Define, track, and report on key performance indicators and SLAs for end
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.