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

About this role

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…