Associate Director, Technology Support Services (Remote in PST/MST/CST)

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
Technology Support Services Leadership
Lead EP Wealth’s Technology Support Services function across service desk operations, ticket triage, escalation management, support quality, onboarding/offboarding support, asset coordination, branch support visibility, knowledge management, and support reporting.
Evolve the current service desk model into a proactive, accountable, metrics-driven support services function with clear ownership, scalable processes, consistent service standards, and measurable outcomes.
Own the employee-facing technology support model, including intake, routing, prioritization, escalation, communication standards, service recovery, and support experience.
Partner with platform, system, security, infrastructure, and application owners for deeper administration, engineering, integrations, root-cause remediation, and escalated technical resolution.
Assess current team structure, roles, skills, workload distribution, support tiers, escalation model, service ownership, and operating model maturity.
Recommend practical improvements to increase accountability, scalability, service quality, team effectiveness, and career development.
Build a culture of ownership, urgency, professionalism, security awareness, documentation, follow-through, and continuous improvement.
Service Desk Performance, Ticket Quality, And Support Experience
Lead service desk strategy, daily operating rhythms, queue health, ticket hygiene, escalation practices, service quality, staffing alignment, and performance management.
Define and manage support performance metrics such as first contact resolution, mean time to resolution, SLA attainment, backlog age, reopen rate, escalation rate, ticket aging, CSAT, employee effort, ticket deflection, knowledge utilization, and request fulfillment cycle time.
Establish expectations for ticket quality, categorization, prioritization, documentation, internal notes, resolution summaries, customer communication, and closure standards.
Improve issue triage, routing, escalation paths, queue ownership, and handoffs across Technology teams.
Use support data to identify recurring issues, training gaps, process breakdowns, knowledge gaps, service bottlenecks, and opportunities for automation or self-service.
Ensure high-quality support for employees across offices, remote work locations, and branch environments.
IT Service Management and ITSM Solution Ownership
Mature EP Wealth’s ITSM operating model using ITIL-aligned practices, including incident management, request fulfillment, change enablement, problem management, knowledge management, service catalog management, service level management, supplier management, reporting, and continual improvement.
Own EP Wealth’s ITSM solution as the core support operations platform, including design, administration, configuration, care and feeding, lifecycle management, enhancements, integrations, reporting, data quality, and user experience.
Design and maintain ITSM workflows, queues, forms, fields, categories, approval paths, notification rules, automation logic, dashboards, reports, permissions, service catalog items, request types, templates, and integration touchpoints.
Establish ITSM platform governance, including enhancement intake, prioritization, release planning, configuration standards, change control, testing, documentation, data hygiene, role-based access, and platform health reviews.
Ensure the ITSM solution remains scalable, secure, auditable, easy to use, and aligned to EP Wealth’s support operating model.
Knowledge Management, Self-Service, and Service Catalog
Own the technology support knowledge management strategy, including article quality, ownership, lifecycle, searchability, governance, and adoption.
Implement and mature Knowledge-Centered Service (KCS) methodologies to ensure knowledge is created, reused, improved, and retired as part of the normal support workflow.
Establish KCS-aligned practices, including capturing knowledge in the workflow, structuring articles for reuse, improving content based on demand and feedback, linking articles to tickets, and using knowledge analytics to identify gaps and improvement opportunities.
Ensure the knowledge base supports consistent troubleshooting, faster resolution, employee self-service, onboarding readiness, branch support, and M&A/post-go-live hypercare.
Establish knowledge quality standards, review cycles, article ownership, usage reporting, content health metrics, and improvement processes.
Own the support-facing service catalog, ensuring common requests are clearly defined, requestable, routed appropriately, measurable, and mapped to fulfillment workflows, SLAs, approvals, knowledge articles, and escalation paths.
Partner with platform and system owners to ensure support documentation accurately reflects current tools, services, known issues, troubleshooting steps, standard requests, and escalation procedures.
Onboarding, Offboarding, and Asset Management Discipline
Own employee technology onboarding and offboarding support workflows from an IT operations perspective in partnership with HR, Security, Facilities, Finance, Legal/Compliance, Endpoint Management, and business stakeholders.
Standardize onboarding support processes, manager communications, access request coordination, device readiness, software assignment, first-week support, and issue escalation.
Ensure offboarding support workflows are timely, secure, complete, and auditable, including device recovery coordination, license reclamation, access removal coordination, asset updates, and exception tracking.
Strengthen physical asset management discipline, including inventory accuracy, device assignment, device recovery, lifecycle coordination, warranty/repair coordination, loaner processes, and asset reporting.
Use asset and onboarding/offboarding data to identify process gaps, compliance risks, recurring issues, and opportunities for standardization.
Branch Office Support and Proactive Monitoring
Own the support services model for branch office technology visibility, issue tracking, escalation, and service follow-through.
Establish clear support processes for branch-impacting issues, including intake, prioritization, communication, escalation, trend tracking, and resolution ownership.
Develop a proactive branch support model supported by online/connected real-time dashboards, event monitoring, alerting, ticket correlation, and branch health visibility.
Partner with Network, Infrastructure, Security, Facilities, vendors, and local business contacts to improve branch support readiness, monitoring coverage, escalation quality, and response speed.
Develop reporting that provides visibility into branch support trends, recurring issues, service risks, aging tickets, unresolved blockers, and real-time operational health indicators.
Move branch support from reactive ticket handling toward proactive monitoring, communication, and operational follow-through.
Automation, AI, and Digital Support Channels
Lead adoption of automation and AI-enabled support capabilities where appropriate, including virtual agents, workflow automation, intelligent routing, ticket summarization, suggested knowledge, sentiment detection, automated fulfillment, and guided self-service.
Partner with Security, Architecture, Legal/Compliance, Data Governance, HR, and business stakeholders to ensure AI-enabled support capabilities are safe, auditable, privacy-aware, permission-aware, and appropriate for a regulated financial services environment.
Establish operating controls for AI-assisted support, including escalation rules, access controls, data han

Work arrangement
No