DIRECTOR OF ENDPOINT MANAGEMENT, CUSTOMER CARE CENTER AND SERVICENOW - 81584

Executive Service DIRECTOR OF ENDPOINT MANAGEMENT, CUSTOMER CARE CENTER AND SERVICENOW Finance and Administration Strategic Technology Solutions Nashville, TN Annual Salary: $136,236.00 - $177,000.00 Closing Date: 10/08/2026 This position is designated as Hybrid Background Check: This position requires a criminal background check and CJIS/FTI. Therefore, you may be required to provide information about your criminal history in order to be considered for this position. Who we are and what we do: The Director of Endpoint Management, Customer Care Center and ServiceNow provides strategic and operational leadership for statewide endpoint technology, customer support, and enterprise service management capabilities within Strategic Technology Solutions (STS). Reporting to the Deputy CIO for Strategic Technology Services, this position ensures that employees across state government have secure, reliable, accessible, and effective technology services and support. The Director leads the strategy, governance, operations, service delivery, platform roadmap, architecture, administration, development, integrations, vendor relationships, and continuous improvement for Endpoint Management; Audio Visual and Unified Communications and Collaboration (AV/UCC); Mobility Management; the statewide IT Service Help Desk and Network Operations and Security Center (NOSC) for all state employees; Workstation Support, Management and Deployment; and the State's ServiceNow platform. This position partners with agency leadership, technology executives, cybersecurity, enterprise architecture, finance, human resources, procurement, vendors, and other business stakeholders. The successful candidate will balance strategic leadership with operational discipline and sufficient technical depth to guide complex decisions, establish standards, manage competing priorities, and deliver measurable value to state employees and agencies. Key Responsibilities: Enterprise Strategy, Governance and Service Management Establish and maintain a statewide strategy, roadmap, operating model, and governance framework for endpoint management, AV/UCC, mobility, workstation services, the statewide Help Desk and NOSC, and ServiceNow. Position ServiceNow as a governed enterprise platform rather than a collection of independent agency implementations. Define decision rights, intake processes, prioritization methods, service ownership, escalation paths, and approval checkpoints across the portfolio. Align services and initiatives with STS strategy, enterprise architecture, cybersecurity requirements, accessibility expectations, technology policy, and statewide business priorities. Establish measurable service-level expectations, customer experience standards, adoption targets, and continuous-improvement practices. Promote standardization, automation, transparency, knowledge management, and consistent service delivery across agencies. Endpoint Management and Workplace Technology Provide enterprise leadership for Endpoint Management, workstation lifecycle management, and related workplace technology services, including standards, provisioning, configuration, deployment, maintenance, compliance, security, inventory, replacement, and retirement. Oversee the statewide Microsoft 365 environment and related enterprise services, including Teams, Exchange Online, Active Directory, Azure Active Directory/Entra ID, identity and access management, mobility, configuration management, and cloud-hosted services. Provide governance and operational oversight for Microsoft 365 productivity and collaboration services, including Outlook and email, Teams, SharePoint, file shares, Power Apps, and related enterprise capabilities. Lead the effective implementation and operational use of Microsoft Intune for device enrollment, configuration, application management, compliance, security, remote management, and endpoint lifecycle activities. Establish standards for endpoint architecture, configuration, patching, v…

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