Sr. Director, Enterprise End User Services

Location Name IA, Urbandale - 3840 109th Street
Date Posted
2 weeks ago(9/13/2023 10:36 AM)
Berkley Technology Services LLC
Primary Location
Information Technology

Company Details

Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.  


Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “What’s Next” in our industry and beyond.  


With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.  


Berkley Technology Services: Right Team, Right Technology, Simple and Secure.  


The Sr. Director, Enterprise End User Services should be obsessed with the end user experience and delivering best in class solutions through collaboration with stakeholders, to understand their goals and align technology solutions with desired business outcomes.  They are responsible for the strategic direction, implementation and delivery of all end user devices, software and related services.


Responsibilities also include the design, architecture and management of the end user computing platform, developing and maintaining technology standards based on industry best practices, managing a technology roadmap, and proposing and developing new solutions based on business strategy.


This leader will work with the broader IT organization and Berkley business units to deliver solutions, serve as a subject matter expert in end user computing technology, and drive focus on delivering an excellent customer experience.

  • The Sr. Director, Enterprise End User Services is responsible for developing transformational strategies, roadmaps, solution blueprints, implementation plans and OKRs for End User Services and Projects across the Berkley Enterprise;
  • The role will also be responsible for defining enterprise-wide standards, processes, and technologies;
  • This role will work closely with the BTS IT Leadership Teams as well as across the entire IT organization to continually improve end user services including the device modernization and support initiatives;
  • This role will have responsibilities for developing new solutions and modernizing existing solutions across the corporate IT portfolio;
  • This IT leader will coordinate deployment and services with Operating Units and will have responsibilities for leading the endpoint management systems, patching and compliance and support models for deploying and supporting solutions;
  • This leader will be a focal point for technical services with key technology partners
  • Manage the teams responsible for all aspects of end user computing services including endpoint computing platforms (laptops/desktops/VDI), mobile devices and mobility services, application packaging and management, collaboration tools (messaging/video/meeting services), and future technologies that would fall into this realm of IT services.
  • Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the end user service function.
  • Constantly evaluate industry trends and the product landscape to determine how they apply to the end user computing experience.
  • Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency.
  • Provide leadership/support to ensure projects are staffed appropriately and timelines are met.
  • Monitor ongoing staff performance, identify and communicate opportunities for improvement.
  • Work collaboratively with other business and IT leaders to ensure cross functional problems are addressed cohesively across the organization.
  • Performs other duties assigned.


  • A passion for technology and innovation in the end user computing space.
  • Bachelor's Degree or a combination of education and equivalent experience
  • 5+ years of experience in building/leading strong and flexible teams
  • 10+ years of demonstrated experience leading/building matrixed organizations in dynamic work environment
  • 10+ years of experience working directly with senior business leaders in development and execution of complex technology projects
  • 5+ years of experience with accountability 3rd party vendors and demonstrated success integrating 3rd party contractors into IT operating models
  • Deep understanding of End Point Management and IT Service Management systems including Microsoft and Service Now platforms
  • 5 plus years of experience analyzing business requirement and mapping existing and emerging technologies to address the business needs
  • Skilled at assessing and developing IT talent supporting across multiple time zones and multiple business domains
  • Exceptional written and verbal communication skills.
  • Ability to work independently in a fast-paced environment.
  • Travel Requirement: Up to 25%


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