IMPACT YOU’LL MAKE: 

As the Director of Technology – End-User Support, you’ll lead the strategy and operations that ensure every employee at BECU, from frontline staff to executives, experiences seamless and secure technology support. You’ll drive initiatives to modernize and optimize desktop support, service desk, client services, and collaboration tools, all while fostering a culture of exceptional service and continuous improvement. Your leadership will elevate user experience, operational efficiency, and team performance through innovation, automation, and strong vendor partnerships. By shaping the future of end-user support, you’ll empower employees to work confidently and productively, directly contributing to BECU’s success and growth. 

To join this dynamic team, we require candidates to be residents of WA, AZ or TX If you’re located in Washington state and within a reasonable driving distance from Tukwila, we are requesting that you come into our HQ on Tuesdays & Wednesdays.  For those candidates that live outside the commute distance of TFC and in AZ or TX, this role will be remote. Remote or onsite, we are committed to ensuring you are fully engaged and included in our collaborative environment. 

WHAT YOU’LL DO:  

• Lead End User Support Strategy & Operations: Drive the overall strategy and daily operations for Desktop Support, Service Desk, Client Services, Collaboration Services, ITSM, and Executive Support. You’ll ensure a seamless, secure, and highly available endpoint experience that empowers all employees, including executives. 

• Enhance Service Quality and User Experience: Develop and implement strategies to boost operational efficiency, user satisfaction, and employee engagement. Define and monitor SLAs, KPIs, and customer satisfaction metrics—including vendor performance—to continuously improve service delivery. 

• Oversee Service Desk and Incident Management: Manage the Tech service desk and any managed providers to deliver timely, effective support for hardware, software, access issues, and executive needs. Lead Incident, Request, Problem, and Change Management processes, leveraging automation and AI-powered tools to speed resolution and reduce recurring issues. 

• Manage Desktop, Client Devices, and Security: Oversee enterprise-wide provisioning, lifecycle, patching, and security of desktops, laptops, mobile devices, and all IT assets, with particular attention to executive devices. Ensure compliance with company security standards to protect sensitive information. 

• Optimize Collaboration Tools and Business Partnerships: Lead the management of enterprise collaboration tools like Microsoft 365, Monday.com, and Mural, optimizing them for hybrid and remote work environments. Partner with business leaders to evolve collaboration capabilities that align with organizational goals and workforce needs. 

• Lead and Develop Your Team with Innovation Focus: Mentor and build a high-performing support team committed to exceptional service and strong vendor relationships. Champion ITIL-aligned practices, promote continuous learning, and drive the adoption of AI, automation, and emerging technologies to future-proof support strategies. 

• Drive Technology Leadership Aligned with Business Goals: Develop a deep understanding of business processes and needs to provide strategic technology guidance. Create compelling business cases and cost/benefit analyses that align technology initiatives with your organization’s objectives.  

• Identify and Implement Innovative Solutions: Serve as a subject matter expert by sourcing and evaluating market innovations. Lead the development and execution of RFPs, business cases, and project charters that propel strategic initiatives forward. 

• Coach and Develop High-Performing Teams: Provide ongoing mentoring, coaching, and training to support employee growth and performance. Conduct regular performance evaluations to nurture talent and encourage continuous development. 

• Manage Agile Delivery and Engineering Excellence: Oversee technical requirements, engineering, and delivery teams, championing agile methodologies. Collaborate across teams to align technology lifecycles with business goals and foster continuous improvement through automation and CI/CD best practices. 

• Lead Project and Governance Activities: Manage the lifecycle of projects, coordinating with business units to co-create aligned technology and business roadmaps. Provide leadership in governance, planning, and strategic review forums to ensure transparency and accountability. 

• Oversee Financial Planning and Vendor Management: Contribute to annual operating plans and ensure unplanned initiatives have complete financial and infrastructure plans. Review vendor contracts and Statements of Work, managing external partners to deliver on commitments effectively. 

WHAT YOU’LL GAIN: 

• An opportunity to contribute to a mission-driven organization that prioritizes member value and innovation. 

• A leadership role that directly influences BECU’s digital transformation and technology strategies. 

• Opportunities to work with modern technologies across Cloud, Data, API, and DevOps. 

• A collaborative environment that encourages continuous learning, improvement, and curiosity. 

• Support for career development and expanding your professional skills. 

• Opportunities to mentor, coach, and support a team of technology professionals. 

• A chance to collaborate closely with business stakeholders and understand the impact of your work. 

• A workplace that values diverse perspectives and ensures all voices are heard. 

QUALIFICATIONS:  

Minimum Qualifications:  

• Typically requires a bachelor’s degree or equivalent experience in Computer Science or related field. 

• Typically requires 7 years of experience as a people leader experience. Experience leading technology teams with focus in Tech support and service management, with a proven track record of leading large-scale Tech transformations and managing vendor relationships.  

• Typically requires 8 years of information technology experience with ITSM frameworks (ITIL), service desk management, and endpoint security.  

• Domain experience with Infrastructure/Operations and/or financial products experience (i.e. Credit Card, Mortgage, Auto Loan, Deposits, etc.) 

• Experience building technology platforms and teams 

Desired Qualifications:  

• Experience leading desktop/laptop deployments, service desks, and collaboration tools in a large, enterprise environment, including managing vendor performance.  

• Strong understanding of Microsoft 365 and collaboration platforms, with experience optimizing tools for hybrid and remote workforces and vendor dependencies.  

• Proven track record of driving automation and self-service solutions, and AI-powered support.  

• ITIL, HDI, or relevant service management certifications.  

• Experience leading major Tech transformations, including modern desktop, VDI, or cloud-first collaboration strategies.  

• Deep knowledge of emerging technologies in end-user computing, mobility, and collaboration.  

• Proven experience in designing and implementing complex infrastructure hybrid and Azure Cloud solutions.  

• Ability to work in Agile development environments and lead teams through iterative delivery cycles.  

• Experience in managing vendor relationships, negotiating contracts, and optimizing vendor performance.  

• Demonstrated success in leading teams through organizational or technical change.  

• Ability to guide technical architecture decisions, perform risk-based change reviews, and troubleshoot complex systems.  

• Advanced knowledge of Technology fundamentals, design, problem solving, and complexity analysis 

• Experience in communicating with users, other technical teams, and product management to understand requirements, describe software product features, and technical designs 

• Delivery experience working under an Agile/Scrum methodology 

• Working experience of software engineering best practices including coding standards, change management, manage incidents, CI/CD, build processes, testing, and operations preferred. 

JOIN THE JOURNEY: 

Ready to make a positive impact? Looking for an opportunity to be part of a collaborative and innovative team where your ideas and contributions directly support BECU’s mission? This is more than a job – it’s a chance to advance your career, expand your skills, and help shape the future of BECU’s technology landscape. 

Join us and bring your expertise to the table. Let’s achieve great things together at BECU. Your journey of innovation, impact, and professional growth starts here. 
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