Manager, End User Services
Structure Therapeutics
July 01, 2026
Remote friendly (South San Francisco, CA)
United States
IT
Position Summary
- Lead the global IT Service Desk and End User Computing (EUC) function, delivering technology support and workplace services.
Responsibilities
- Lead and manage the global IT Service Desk; ensure timely incident/request resolution per SLAs.
- Mentor, coach, and develop helpdesk personnel; drive a customer-focused, high-performance culture.
- Monitor service metrics, customer satisfaction, ticket trends, and operational performance.
- Serve as escalation point for complex issues; coordinate resolution with internal/external partners.
- Establish and maintain service standards, support processes, and operational procedures.
- Oversee deployment, administration, and lifecycle management of macOS, iOS, and Windows devices.
- Administer JAMF Pro (enrollment, software deployment, patch management, compliance, endpoint configuration).
- Manage Apple Business Manager (ABM), automated enrollment, configuration profiles, and compliance policies.
- Enforce endpoint security standards (encryption, certificate management, endpoint protection, compliance).
- Manage mobile device lifecycle (provisioning, troubleshooting, upgrades, retirement).
- Manage identities and access in Microsoft Entra ID (Azure AD), Microsoft 365, Exchange Online, SharePoint Online, Teams, OneDrive.
- Oversee onboarding/offboarding provisioning and deprovisioning of users, devices, and system access.
- Support collaboration and productivity tools (Zoom, Microsoft Teams).
- Develop and maintain IT documentation, SOPs, knowledge base articles, and runbooks.
- Standardize onboarding/offboarding workflows; drive automation (JAMF, Microsoft 365, Power Automate, scripting).
- Enable self-service and knowledge management to reduce ticket volume.
- Manage MSP/vendor relationships; oversee procurement, inventory/asset tracking, and refresh programs.
- Support information security policies, endpoint compliance, audits, vulnerability remediation, and business continuity.
Qualifications
Required
- Bachelor’s degree in IT/CS/IS or equivalent experience.
- 5+ years progressive IT support/EUC/Service Desk; 2+ years leadership.
- Enterprise Apple administration experience with JAMF Pro (or equivalent MDM).
- Experience supporting global/distributed workforces.
- Experience creating operational documentation, support processes, onboarding programs, and automation.
Technical Skills
- Enterprise macOS/iOS support; JAMF Pro, ABM, enrollment, profiles, compliance, software deployment.
- Microsoft 365 and Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive.
- Automation/scripting (PowerShell, Bash, Power Automate, JAMF workflows).
- Windows 11 endpoint support/management.
- Familiarity with endpoint security, SSO/MFA, identity management, networking fundamentals.
- Experience with AV, conference room tech, laptops, mobile devices, printers.
- Ticketing/service management tools (ServiceNow, Jira Service Management, Freshservice, or similar).
Preferred Certifications
- JAMF (Associate/Technician/Administrator); Apple ACSP; ITIL Foundation; Microsoft 365; CompTIA A+/Network+/Security+.
Key Competencies
- Customer service and executive support; strong communication/collaboration.
- Analytical troubleshooting/problem-solving; multi-priority management.
- Process improvement, automation, operational excellence; documentation discipline.
Working Conditions
- Lift/move IT equipment up to 20 lbs.
- Support critical incidents and after-hours escalations as needed.
- Travel: 10%.
Benefits (explicitly stated)
- Annual performance incentive bonus; new hire equity; ongoing performance-based equity.
- Medical, dental, vision insurance; 401k match; unlimited PTO; paid holidays (including winter shutdown).
Application Instructions
- Apply via the company’s official career page at BambooHR.
- Lead the global IT Service Desk and End User Computing (EUC) function, delivering technology support and workplace services.
Responsibilities
- Lead and manage the global IT Service Desk; ensure timely incident/request resolution per SLAs.
- Mentor, coach, and develop helpdesk personnel; drive a customer-focused, high-performance culture.
- Monitor service metrics, customer satisfaction, ticket trends, and operational performance.
- Serve as escalation point for complex issues; coordinate resolution with internal/external partners.
- Establish and maintain service standards, support processes, and operational procedures.
- Oversee deployment, administration, and lifecycle management of macOS, iOS, and Windows devices.
- Administer JAMF Pro (enrollment, software deployment, patch management, compliance, endpoint configuration).
- Manage Apple Business Manager (ABM), automated enrollment, configuration profiles, and compliance policies.
- Enforce endpoint security standards (encryption, certificate management, endpoint protection, compliance).
- Manage mobile device lifecycle (provisioning, troubleshooting, upgrades, retirement).
- Manage identities and access in Microsoft Entra ID (Azure AD), Microsoft 365, Exchange Online, SharePoint Online, Teams, OneDrive.
- Oversee onboarding/offboarding provisioning and deprovisioning of users, devices, and system access.
- Support collaboration and productivity tools (Zoom, Microsoft Teams).
- Develop and maintain IT documentation, SOPs, knowledge base articles, and runbooks.
- Standardize onboarding/offboarding workflows; drive automation (JAMF, Microsoft 365, Power Automate, scripting).
- Enable self-service and knowledge management to reduce ticket volume.
- Manage MSP/vendor relationships; oversee procurement, inventory/asset tracking, and refresh programs.
- Support information security policies, endpoint compliance, audits, vulnerability remediation, and business continuity.
Qualifications
Required
- Bachelor’s degree in IT/CS/IS or equivalent experience.
- 5+ years progressive IT support/EUC/Service Desk; 2+ years leadership.
- Enterprise Apple administration experience with JAMF Pro (or equivalent MDM).
- Experience supporting global/distributed workforces.
- Experience creating operational documentation, support processes, onboarding programs, and automation.
Technical Skills
- Enterprise macOS/iOS support; JAMF Pro, ABM, enrollment, profiles, compliance, software deployment.
- Microsoft 365 and Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive.
- Automation/scripting (PowerShell, Bash, Power Automate, JAMF workflows).
- Windows 11 endpoint support/management.
- Familiarity with endpoint security, SSO/MFA, identity management, networking fundamentals.
- Experience with AV, conference room tech, laptops, mobile devices, printers.
- Ticketing/service management tools (ServiceNow, Jira Service Management, Freshservice, or similar).
Preferred Certifications
- JAMF (Associate/Technician/Administrator); Apple ACSP; ITIL Foundation; Microsoft 365; CompTIA A+/Network+/Security+.
Key Competencies
- Customer service and executive support; strong communication/collaboration.
- Analytical troubleshooting/problem-solving; multi-priority management.
- Process improvement, automation, operational excellence; documentation discipline.
Working Conditions
- Lift/move IT equipment up to 20 lbs.
- Support critical incidents and after-hours escalations as needed.
- Travel: 10%.
Benefits (explicitly stated)
- Annual performance incentive bonus; new hire equity; ongoing performance-based equity.
- Medical, dental, vision insurance; 401k match; unlimited PTO; paid holidays (including winter shutdown).
Application Instructions
- Apply via the company’s official career page at BambooHR.