Director End User Support Services

Overview The Director, Enterprise End User Support Services is accountable for delivering a consistent, secure, and high-quality technology experience for Burlington associates across corporate offices, stores, distribution centers, field leadership, and executive users. This role owns the end-to-end End User Services operating model, including Executive/VIP support, Service Desk, Desktop and Field Support, endpoint lifecycle management, device readiness, modern workplace technologies, and support experience governance. The Director ensures associates have the technology, support, and service responsiveness required to stay productive and connected while maintaining strong operational discipline, security compliance, and service quality. This leader partners closely with senior business leaders, Store Operations, Supply Chain, Infrastructure, Security, Applications, and vendor partners to improve user experience, reduce business disruption, strengthen endpoint reliability, and drive continuous improvement across the enterprise support ecosystem. A Day in the Life End User Experience, Strategy & Adoption Define and execute the enterprise End User Services strategy and roadmap aligned to Burlington’s business priorities, growth, and operational needs. Own the End User Experience improvement agenda, using CSAT, feedback, operational metrics, and service trends to identify opportunities and drive measurable improvements. Lead adoption and change enablement for modern workplace tools, endpoint services, and support model changes to improve associate productivity and technology adoption. Build strong partnerships with corporate, store, distribution center, and field leadership to ensure support services are aligned to business needs. Establish structured feedback channels through surveys, leadership input, service reviews, and user forums, and drive closed-loop actions to improve the service experience. Service Desk, Desktop & Field Support Operations Lead enterprise L1/L2 Service Desk, Desktop Support, and Field Support operations supporting corporate offices, stores, distribution centers, field leadership, and remote users. Define and enforce standardized support models, intake channels, escalation paths, service expectations, and operating procedures across all supported locations. Ensure reliable support coverage for onsite, remote, hybrid, mobile, and executive users, including business-critical periods, peak events, and high-impact technology rollouts. Own staffing, shift coverage, on-call models, escalation rotations, workload balancing, and labor utilization to maintain consistent service levels and operational responsiveness. Drive operational excellence across internal teams and external partners through service reviews, performance management, quality controls, and continuous improvement actions. Executive & VIP Support Leadership Own the Executive/VIP support model, delivering high-touch, proactive, and discreet technology support for senior leaders and critical business stakeholders. Ensure urgent issues impacting leadership or business-critical users are prioritized, escalated, communicated, and resolved with clear ownership and speed. Partner closely with executive assistants, senior stakeholders, field leadership, and IT teams to anticipate needs, prevent recurring issues, and improve the leadership support experience. Provide clear, confident, and timely communication during incidents, outages, high-visibility escalations, and major technology initiatives.   Endpoint, Device Lifecycle & Modern Workplace Technologies Own end-to-end endpoint and device lifecycle management, including forecasting, procurement coordination, imaging, deployment, refresh, break/fix, depot operations, inventory accuracy, and retirement. Oversee endpoint management and modern workplace platforms, including Intune, AirWatch, SCCM, MDM, patching, configuration compliance, and endpoint support standards. Provide leadership for