The Role:The Associate Director, Global DEX and Enterprise Solutions will be responsible for managing and improving the overall end user support across Deciphera for all IT-related needs. This role will oversee the help desk operations, technical support, as well as the use of enterprise applications and tools to ensure a positive user experience with technology. The role responsible for setting the strategic direction for end-user support, implementing best practices, and driving continuous improvement in service delivery.What You’ll Do:· Define the vision and strategy for end-user support, and solutions aligning it with overall business goal.· Developing and implementing plans for service improvement and innovation.· Ensuring the end-user support model is cost-effective and efficient.· Develop standards across tools, and how tools should be used (Box vs SharePoint)· Develop and optimization the help desk ticket system and workflows· Leading global experienced to ensure global standards for IT· Recommending and implementing new technologies to enhance user experience and productivity.· Define and execute a strategic roadmap for end-user support aligned with Deciphera’s values and growth.· Lead, mentor, and inspire a team of professionals spanning service desk, desktop, AV support and enterprise solutions.· Foster a culture of customer-centricity, innovation, and continuous improvement.· Champion cross-functional collaboration to ensure technology support is tightly integrated with business needs.· Develop and manage Asset tracking, and onboard/offboard process· Own the delivery of IT support services, ensuring responsiveness, reliability, and user satisfaction.· Establish and monitor key performance indicators (e.g., SLA adherence, resolution time) to drive accountability and process improvement.· Implement ITIL-based best practices for incident, request, and problem management.· Analyze support trends to identify root causes and implement preventative solutions.· Drive the adoption of modern support tools and platforms (ticketing, remote support, knowledge management, tool standardization).· Expand automation and self-service capabilities to streamline workflows and empower users.· Lead initiatives to improve onboarding, access provisioning, and digital literacy.· Develop scalable communication and training programs that increase user confidence and engagement.· Manage team budget and resources, balancing performance and cost-efficiency.· Evaluate, select, and oversee vendors providing support technologies or outsourced services.
