Senior Manager, End User Service IT

Role: End User Services Senior Manager responsible for strategic leadership and enterprise management of IT support functions. Primary objectives include maintaining stable, high-quality service operations across all locations, defining long-term service roadmaps, and driving service modernization. Responsibilities encompass overseeing daily end user support, vendor governance, endpoint compliance, application lifecycle, and service analytics; leading service transformation initiatives with automation and AI; and ensuring operational governance and standards. Qualifications: Bachelor’s degree or equivalent, 10+ years in IT operations or service leadership, with experience managing enterprise-scale support, vendor relationships, and service analytics. Preferred skills include familiarity with ITSM platforms (e.g., FreshService), workplace support tools (Microsoft Intune, 365), and experience in regulated industries such as biotech or pharma. High-value specifics involve supporting workplace technology in a biotech context, with an emphasis on service governance, digital employee experience, and modernization strategies. The role reports to senior leadership, with a focus on organizational development and capability building, and requires strategic, operational, and communication expertise.