Director of Design Center Operations & End-User Services

Role Overview

We are seeking a hands-on, high-velocity Director of Design Center Operations & End-User Services to lead frontline IT service delivery, endpoint engineering, and site support operations across our global engineering design hubs.

Supporting 2,500+ global R&D, hardware, software, and AI engineers , our division is pivoting away from basic corporate helpdesk models to deliver an "uber-technical," developer-centric support ecosystem. Engineers in our environment require tailored developer environments—including native Linux laptop builds, specialized workstation hardware, high-privilege access allowlisting, and rapid lab support.

In this role, you will lead a dedicated team of 17+ technical specialists across North America and Asia covering R&D Lab (RDL) network support, endpoint management, Zero-trust endpoint security tools allowlisting, and site support. You will own the end-to-end frontline experience, ensuring IT acts as a force multiplier for engineering productivity and release velocity.

Key Responsibilities

1. High-Touch Engineering Support & Service Delivery (Tower 1 Execution)

• Uber-Technical Help Desk: Build and manage a specialized Tier 1/2/3 technical support function tailored specifically to demanding hardware and software engineering cohorts.
• Rapid Incident Resolution: Establish aggressive SLA benchmarks and incident triage workflows for developer-impacting issues, minimizing engineering downtime across all sites.
• Frictionless Developer Onboarding: Drive automated IT onboarding and access provisioning, ensuring new engineers are fully equipped with hardware, access keys, and build environments on day one.

1. Endpoint Management & Security Allowlisting

• Cross-Platform Endpoint Engineering: Oversee the provisioning, patching, and hardware lifecycle management for high-performance engineer laptops and workstations across native Linux distributions, Windows, and macOS.
• Privileged Access & Allowlisting: Direct dedicated Zero-trust endpoint security tools specialists in Toronto and Asia to manage application allowlisting, kernel-level drivers, and developer elevation requests without introducing unnecessary friction.
• Developer Tool Support: Partner with infrastructure and security teams to support jump host access, containerized developer VMs, and IDE completions.

1. Global Site IT & R&D Lab Hands-Support

• Global Design Center Oversight: Manage physical site IT operations and hands-and-feet support across design centers in North America (Santa Clara, San Jose, Austin, Milpitas, Richardson) and Asia (Shanghai, SSL, Taiwan, Penang, Chennai).
• R&D Lab (RDL) Physical Support: Direct dedicated lab network support staff providing local cabling, physical switch/router racking, jump host maintenance, and hardware troubleshooting inside R&D testing labs.
• Vendor & Hardware Lifecycle: Manage local IT procurement, spare parts inventory, warranty replacements, and local vendor relationships across all regional engineering facilities.

Candidate Profile and Qualifications

Experience & Leadership

• Technical Service Leadership: 8+ years of progressive IT service delivery or site support leadership experience within engineering-centric, hardware, software, or high-tech manufacturing organizations.
• Team Scale: Proven experience managing multi-site or global support teams (10+ direct/indirect technicians and systems administrators).
• Developer-First Mindset: Demonstrated success supporting technical end-users (developers, chip designers, embedded systems engineers) who require non-standard environments.

Technical Competencies

• Multi-OS Endpoint Mastery: Deep technical familiarity with native Linux desktop environments (Ubuntu, RHEL, CentOS), Windows Enterprise, and macOS deployment frameworks.
• Endpoint Security Tools: Exposure to application allowlisting/zero-trust endpoint tools (e.g., Zero-trust endpoint security tools, CyberArk, Jamf, Intune).
• Lab & Network Fundamentals: Solid understanding of physical networking (patching, VLANs, basic switch configuration) and local lab hardware maintenance.
• ITSM & SLA Management: Proficiency with modern ITSM platforms (ServiceNow, Jira Service Management) and data-driven ticket analysis.

Core Attributes

• Customer Service Gravitas: A patient, solution-oriented leader who thrives under pressure and enjoys solving complex technical roadblocks for picky engineering stakeholders.
• Hands-On Leadership: A "player-coach" who isn't afraid to step in and troubleshoot a complex endpoint build or lab network drop when needed.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

Why Apply?

• Direct Business Impact: Lead the frontline technology team directly powering 2,500+ world-class hardware and software engineers.
• Scale & Visibility: Key operational leadership role in a rapidly expanding division with high visibility to executive IT leadership.
• Modern Technical Environment: Move beyond routine corporate helpdesk operations to manage cutting-edge Linux, AI, and lab endpoint ecosystems.