Senior Manager, End User Service IT

Responsibilities
- Oversee deskside and end-user support operations across all locations (triage, prioritize, assign, escalate, resolve per SLAs/workflows).
- Maintain visibility into ticket queues, aging, backlogs, escalations, risks, and support responsiveness; act as senior escalation point for high-impact issues.
- Step into operational leadership to direct service recovery and stabilize performance; ensure consistent, high-quality support across onsite, remote, and ticket-based channels.
- Coordinate cross-functionally (infrastructure, networking, cybersecurity, identity, applications, workplace technology) to resolve end-user service issues.
- Ensure lifecycle execution: onboarding/offboarding, device deployment, refresh, meeting support, and end-user technology support.
- Own vendor/MSP relationships: govern SOW/contract/SLAs/performance commitments; lead vendor reviews and corrective action.
- Account for endpoint compliance (e.g., Windows patching posture), risk visibility, remediation tracking, and reporting to IT leadership.
- Own corporate application lifecycle management (packaging, deployment coordination, update planning, version control, retirement, support readiness) and coordinate vulnerability remediation.
- Own service quality/customer experience strategy; define and track key metrics; produce operational and executive reporting; prioritize improvements using service data.
- Own governance/discipline: SOPs, standards, escalation paths, audit-ready practices, and consistent execution.
- Lead capability building (coaching, career framework, accountability, scaling of function, strengthen IT partnerships).
- Define multi-year strategy/roadmap and transformation priorities (maturity path, shift-left, self-service, automation, digital employee experience).
- Evaluate and responsibly implement innovations/AI-enabled service management (automation, triage support, knowledge surfacing, self-service enhancement) aligned to governance, security, practicality, and outcomes.

Qualifications
- Bachelor’s degree or equivalent professional experience.
- 10+ years in End User Services, IT Operations, Service Leadership, or related workplace technology support.
- Demonstrated experience leading enterprise-scale end-user service operations/complex end-user computing environments.
- Strong ITSM, service analytics, operational reporting, and service governance experience.
- Experience managing MSPs/vendors and contractual/performance accountability.
- Strong endpoint oversight (patching posture, support operations) and corporate application lifecycle coordination.
- Strong executive-level written and verbal communication.
- Demonstrated ability to lead service transformation/operational maturity/workplace modernization.
- Regulated-environment experience (biotech/pharma/healthcare) preferred.
- FreshService, Microsoft Intune, Microsoft 365, and modern workplace tooling familiarity preferred.
- Experience with automation/self-service/AI-enabled service management capabilities preferred.