Director, IT Service Desk & End User Support

Director, IT Service Desk & End User Support

Location:King Of Prussia, PA, US, 19406

Workplace Environment: Hybrid

Company: AmeriGas Propane, Inc.

Requisition Number: 27652

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Position Summary

The Director of IT Service Desk & End User Support drives exceptional user experience for 10,000+ users across UGI's diverse business units through leadership of IT Service Desk, End User Engineering, Mobility and Field IT Systems Support, Asset Management, Desktop Services, IT Communications, and Endpoint Management.

This role partners directly with business leaders to understand user needs, minimize disruption, and deliver IT support services that enhance employee satisfaction while maintaining robust security posture. The position leads IT maintenance, transformation, automation and modernization efforts that improve IT service availability, drive operational efficiencies, improve employee productivity and promote seamless technology experiences at enterprise scale.

Duties and Responsibilities:

IT Service Delivery & Performance Oversight

- Ensure exceptional performance across IT Service Desk, Desktop Services, Endpoint Management, and Field IT Systems Support

- Establish and maintain service level agreements, KPIs, and continuous improvement processes that exceed industry benchmarks

- Drive standardization and automation of policies, procedures, and service delivery across business unit

Service Continuity & Critical Incident Management

- Lead major incident management including rapid response, cross-team coordination, executive and end user communications, and service restoration

- Oversee comprehensive problem management from detection through root cause analysis and permanent resolution

- Ensure appropriate after-hours support coverage, on-call rotations, and escalation procedures for business-critical issues

Project Leadership & Digital Transformation

- Lead enterprise-scale modernization, maintenance and standardization initiatives

- Drive automation and process improvement projects that enhance service delivery and reduce operational friction

- Oversee technology refresh cycles, new technology implementations, and change management across 10,000+ users

- Champion digital workplace initiatives that advance UGI's transformation and continuous improvement goals while maintaining security and compliance

User Experience Strategy & Business Partnership

- Partner with business unit leaders to understand user needs, pain points, and technology requirements across diverse UGI operations

- Develop and execute user experience improvement initiatives that directly impact employee productivity and satisfaction

- Establish and maintain user feedback loops, satisfaction surveys, and voice-of-customer programs to drive continuous improvement

- Liaise with IT leaders and teams across Security, Applications and Infrastructure to support IT departmental goals and cross-functional needs

People Leadership & Team Development

- Lead, develop, and inspire teams across multiple functional areas, fostering accountability, growth, and high performance

- Conduct regular one-to-ones, team meetings, performance reviews, and career development planning

- Build organizational capabilities in modern technologies, user experience design, and business relationship management

- Champion change management and organizational development during transformation initiatives

Financial Stewardship & Vendor Management

- Manage $5M+ annual budget with focus on value delivery and cost optimization

- Oversee strategic vendor relationships, contract negotiations, and supplier performance management

- Partner with Global Procurement organization to ensure end-user technology purchases align with corporate standards, compliance requirements, and cost optimization objectives

- Drive financial accountability and ROI measurement across all end-user technology investment

Knowledge, Skills and Abilities:

- Service Management Leadership: Strong experience managing large-scale IT service desk operations and service management frameworks. Solid understanding of ITSM and ITIL best practices, service level management, and performance metrics across multiple service delivery channels.

- Strategic Business Partnership: Ability to effectively communicate service delivery value and performance to senior leadership and business stakeholders. Experience building collaborative relationships with business unit leaders to understand service requirements.

- Modern Service Delivery Platforms: Working knowledge of ServiceNow ITSM platform, Microsoft 365 ecosystem, and modern endpoint management tools. Understanding of how these platforms integrate to deliver seamless user experiences.

- Incident & Service Restoration Management: Strong incident management capabilities including coordination during major service disruptions, stakeholder communication, and service restoration processes. Understanding of 24/7 service desk operations and escalation procedures.

- User Experience & Service Adoption: Understanding of service design principles and user satisfaction measurement. Experience driving service adoption and managing organizational change during service delivery improvements.

- Operational Budget & Vendor Oversight: Budget management experience with service delivery operations. Experience managing vendor relationships for service desk tools, outsourced services, and technology procurement.

- Service Team Leadership: Proven ability to lead and develop service delivery teams across multiple locations. Experience managing both internal staff and external service providers to deliver consistent service levels.

- Other (a Plus): Industry experience in LPG, Utility, Energy, or similar sectors. Background in multi-tenant, multi-business unit organizational structures

Minimum Qualifications:

- Bachelor’s degree in information technology, business administration, or related field.

- Minimum of 15 years of experience in IT and business/industry.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

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Nearest Major Market: Philadelphia