EP Wealth Advisors (EPWA) is a wealth management advisory firm with over $49.1 billion as of June 30, 2026, serving predominately high net worth individuals. EPWA fosters an inclusive environment that offers opportunities for our associates to learn, grow and enhance their skills to take on new challenges to progress in their professional careers.
Job Summary
The Associate Director, Technology Support Services is a senior IT operations leader responsible for EP Wealth’s employee-facing technology support operating model.
This role represents the evolution of the traditional Service Desk Manager into a stronger Technology Support Services leader. The Associate Director will own service desk performance, ticket quality, issue triage, escalation management, SLA and CSAT performance, knowledge base quality, support routing, onboarding and offboarding support workflows, physical asset management discipline, branch office support visibility, ITSM solution ownership, reporting and metrics, automation, and post–go-live hypercare for business and M&A transitions.
The role is accountable for the support experience and operational effectiveness of employee-facing technology support, while partnering with platform, system, security, infrastructure, and application owners for deeper administration, engineering, integrations, roadmap execution, and escalations.
With a focus on accountability, service quality, operational discipline, security, and proactive support, this leader will build a scalable and measurable support function that improves employee productivity, reduces friction, strengthens support standards, and enables EP Wealth’s continued growth.
Key Responsbilities
Qualifications
Required
- 8+ years of progressive experience in IT service management, technology support services, enterprise support, service desk leadership, workplace technology support, or IT operations.
- 3+ years of people leadership experience managing service desk, ITSM, endpoint support, enterprise support, or employee-facing technology support teams.
- Strong practical knowledge of ITIL 4 practices, including incident, request, change, problem, knowledge, service catalog, service level, supplier, measurement/reporting, and continual improvement practices.
- Experience owning, administering, configuring, enhancing, or serving as the operational owner for an enterprise ITSM platform such as Jira Service Management, ServiceNow, BMC Helix ITSM / Remedy, Ivanti Neurons for ITSM, OpenText SMAX / Service Management Automation X, ManageEngine ServiceDesk Plus Enterprise, or equivalent.
- Experience with ITSM workflow design, service catalog configuration, queue management, automation rules, approval workflows, SLA configuration, reporting dashboards, data quality, platform governance, and continuous platform improvement.
- Experience leading service desk performance management, ticket quality improvement, support routing, escalation management, knowledge management, SLA reporting, CSAT improvement, and operational metrics.
- Experience supporting employee-facing technology environments that may include Microsoft 365, Teams, Zoom, Slack, Adobe, Chrome, Salesforce, endpoint-related services, and other workplace SaaS platforms.
- Experience with onboarding/offboarding support workflows, physical asset management, inventory coordination, device recovery, endpoint support, SaaS support, vendor management, and service catalog governance.
- Experience supporting distributed office or branch environments, including support visibility, issue tracking, escalation, communication, and service follow-through.
- Experience using monitoring, alerting, dashboards, event management, or operational health reporting to improve support visibility and proactive response.
- Experience assessing team structure, support model maturity, process effectiveness, skills coverage, service demand, and operating model gaps.
- Strong security mindset, with experience supporting identity verification, access controls, endpoint compliance, phishing response, privileged support processes, audit readiness, and regulated operating environments.
- Demonstrated leadership maturity, including the ability to coach teams, raise standards, build accountability, use metrics, operate proactively, and improve the function without requiring constant direction.
- Excellent leadership, communication, stakeholder management, vendor management, data analysis, and executive reporting skills.
- While the role is fully remote, travel will required (15%)
Preferred
- ITIL 4 Foundation, Managing Professional, Strategic Leader, or equivalent certification.
- Experience in financial services, wealth management, banking, insurance, or another regulated environment.
- Experience with Jira Service Management and Confluence-based knowledge management.
- Experience implementing or operating Knowledge-Centered Service (KCS) practices, including knowledge capture, reuse, article quality, knowledge governance, content health metrics, and self-service improvement.
- Experience supporting Zoom as a strategic enterprise communications platform, including Zoom Phone, Zoom Meetings, Zoom Rooms, Zoom Scheduler, Zoom Workplace Reservations, Zoom AI Companion, support workflows, vendor management, and service reporting.
- Experience with Slack support, governance, adoption, workflow automation, or enterprise rollout.
- Experience implementing AI-enabled service desk capabilities, virtual agents, workflow automation, intelligent routing, AI-assisted knowledge, ticket summarization, or employee self-service automation.
- Experience supporting M&A technology integrations, acquired employee onboarding, post-close support, and post–go-live hypercare.
- Experience leading service desk transformation, support tiering redesign, skills matrix development, staffing model assessment, or support operating model modernization.
- Experience managing budgets, vendor renewals, service contracts, software licensing, SaaS optimization, and vendor performance reviews.
- Familiarity with Microsoft Entra ID, Intune, endpoint lifecycle management, identity governance, observability tools, asset management, IT automation platforms, ITSM administration, service catalog design, and ITSM platform governance.
What We Offer
We offer a highly competitive suite of holistic benefits designed to help our team members balance their personal and professional life commitments. These include options designed to encourage employee's health, happiness, and financial well-being.
- 11 Paid Holidays + 2 Floating Holidays
- Paid Parental Leave
- Paid Volunteer Time
- Flexible Work Schedule
- Highly subsidized Health, Dental, and Vision Plans
- 401k Retirement Account with company match contributions
- Free Mental Health services, Life Insurance, Long & Short-Term Disability Insurance
- Flexible Spending Accounts and Health Savings Accounts
- Employee Financial Education
- Employee Educational Expense Reimbursement
- Employee Charitable Donations
- Employee Referral Incentives
- Employee Team Building Activities
- Employee Assistance Program
EPWA is an equal opportunity employer. Prospective employees will receive consideration without discrimination because of race, creed, color, sex, gender, gender expression, gender identity, sexual orientation, age, religion, national origin, ancestry, mental disability, physical disability, medical condition, genetic information, marital status, military and veteran status, or any other basis protected by law.
