Director, Design Center Operations & End-User Services

Req ID: 141774
Region: Americas
Country: USA
State/Province: Texas
City: Richardson

General Overview

Functional Area: ITM - Information Technology
Career Stream: SSE - IT Site Services
Role: Director
Job Title: Director, IT Site Services
Job Code: DIR-ITM-SSE
Job Level: Band 12
Profile-Holding: N
Direct/Indirect Indicator: Indirect

Role Overview

We are seeking a hands-on, high-velocity Director of Design Center Operations & End-User Services to lead frontline IT service delivery, endpoint engineering, and site support operations across our global engineering design hubs.

Supporting 2,500+ global R&D, hardware, software, and AI engineers , our division is pivoting away from basic corporate helpdesk models to deliver an "uber-technical," developer-centric support ecosystem. Engineers in our environment require tailored developer environments—including native Linux laptop builds, specialized workstation hardware, high-privilege access allowlisting, and rapid lab support.

In this role, you will lead a dedicated team of 17+ technical specialists across North America and Asia covering R&D Lab (RDL) network support, endpoint management, Zero-trust endpoint security tools allowlisting, and site support. You will own the end-to-end frontline experience, ensuring IT acts as a force multiplier for engineering productivity and release velocity.

Key Responsibilities

1. High-Touch Engineering Support & Service Delivery (Tower 1 Execution)

- Uber-Technical Help Desk: Build and manage a specialized Tier 1/2/3 technical support function tailored specifically to demanding hardware and software engineering cohorts.

- Rapid Incident Resolution: Establish aggressive SLA benchmarks and incident triage workflows for developer-impacting issues, minimizing engineering downtime across all sites.

- Frictionless Developer Onboarding: Drive automated IT onboarding and access provisioning, ensuring new engineers are fully equipped with hardware, access keys, and build environments on day one.

2. Endpoint Management & Security Allowlisting

- Cross-Platform Endpoint Engineering: Oversee the provisioning, patching, and hardware lifecycle management for high-performance engineer laptops and workstations across native Linux distributions, Windows, and macOS.

- Privileged Access & Allowlisting: Direct dedicated Zero-trust endpoint security tools specialists in Toronto and Asia to manage application allowlisting, kernel-level drivers, and developer elevation requests without introducing unnecessary friction.

- Developer Tool Support: Partner with infrastructure and security teams to support jump host access, containerized developer VMs, and IDE completions.

3. Global Site IT & R&D Lab Hands-Support

- Global Design Center Oversight: Manage physical site IT operations and hands-and-feet support across design centers in North America (Santa Clara, San Jose, Austin, Milpitas, Richardson) and Asia (Shanghai, SSL, Taiwan, Penang, Chennai).

- R&D Lab (RDL) Physical Support: Direct dedicated lab network support staff providing local cabling, physical switch/router racking, jump host maintenance, and hardware troubleshooting inside R&D testing labs.

- Vendor & Hardware Lifecycle: Manage local IT procurement, spare parts inventory, warranty replacements, and local vendor relationships across all regional engineering facilities.

Candidate Profile and Qualifications

Experience & Leadership

- Technical Service Leadership: 8+ years of progressive IT service delivery or site support leadership experience within engineering-centric, hardware, software, or high-tech manufacturing organizations.

- Team Scale: Proven experience managing multi-site or global support teams (10+ direct/indirect technicians and systems administrators).

- Developer-First Mindset: Demonstrated success supporting technical end-users (developers, chip designers, embedded systems engineers) who require non-standard environments.

Technical Competencies

- Multi-OS Endpoint Mastery: Deep technical familiarity with native Linux desktop environments (Ubuntu, RHEL, CentOS), Windows Enterprise, and macOS deployment frameworks.

- Endpoint Security Tools: Exposure to application allowlisting/zero-trust endpoint tools (e.g., Zero-trust endpoint security tools, CyberArk, Jamf, Intune).

- Lab & Network Fundamentals: Solid understanding of physical networking (patching, VLANs, basic switch configuration) and local lab hardware maintenance.

- ITSM & SLA Management: Proficiency with modern ITSM platforms (ServiceNow, Jira Service Management) and data-driven ticket analysis.

Core Attributes

- Customer Service Gravitas: A patient, solution-oriented leader who thrives under pressure and enjoys solving complex technical roadblocks for picky engineering stakeholders.

- Hands-On Leadership: A "player-coach" who isn't afraid to step in and troubleshoot a complex endpoint build or lab network drop when needed.

Why Apply?

- Direct Business Impact: Lead the frontline technology team directly powering 2,500+ world-class hardware and software engineers.

- Scale & Visibility: Key operational leadership role in a rapidly expanding division with high visibility to executive IT leadership.

- Modern Technical Environment: Move beyond routine corporate helpdesk operations to manage cutting-edge Linux, AI, and lab endpoint ecosystems.

Physical Demands

- Duties of this position are performed in a normal office environment.

- Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

Celestica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
This policy applies to hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral and other aspects of employment and also states that retaliation against a person who files a charge of discrimination, participates in a discrimination proceeding, or otherwise opposes an unlawful employment practice will not be tolerated. All information will be kept confidential according to EEO guidelines.
Celestica is an E-Verify employer.