Senior Manager, End User Service IT
Wave Life Sciences
August 09, 2026
Remote friendly (Greater Boston)
United States
IT
Description
The End User Services Senior Manager provides strategic leadership and enterprise accountability for End User Services, owning the end user services portfolio across deskside services, helpdesk support, workplace technology, endpoint compliance, corporate application lifecycle coordination, vendor governance, service analytics, customer experience, and service maturity initiatives. Defines the long-term direction and multi-year roadmap.
Responsibilities
- Oversee deskside and end user support operations across all locations; triage/prioritize/escalate/resolve incidents and service requests.
- Maintain visibility into ticket flow, queue health, escalations, support quality, readiness, endpoint risk, user experience, and provider performance; serve as senior escalation point.
- Coordinate cross-functionally to resolve end user service issues; ensure onboarding/offboarding and end user lifecycle execution.
- Own vendor/MSP strategy and governance: enforce SOW/contract/SLAs, run reviews, drive corrective actions, ensure provider accountability.
- Own endpoint compliance (e.g., Windows patching posture), patch SLAs, endpoint risk reporting, and corporate application lifecycle management.
- Own service quality/customer experience strategy; establish metrics; produce operational and executive reporting; prioritize improvements using service data.
- Own End User Services SOPs/standards and governance; drive measurable execution and operational discipline.
- Lead capability building: coach staff, strengthen career framework, scale the org as complexity grows.
- Lead service strategy/roadmap and transformation; sponsor modernization (automation, self-service, knowledge, responsible AI).
Qualifications & Skills
- Bachelor’s degree (or equivalent experience).
- 10+ years in End User Services/IT Operations/Service Leadership or related workplace support.
- Enterprise-scale service operations leadership; strong ITSM, service analytics, operational reporting, service governance.
- Experience managing vendors/MSPs and performance accountability.
- Strong endpoint and patching posture oversight; corporate application lifecycle coordination.
- Executive communication; demonstrated service transformation/operational maturity.
- Preferred: regulated-industry experience (biotech/pharma/healthcare); FreshService, Microsoft Intune, Microsoft 365; automation/self-service/AI-enabled service management experience.
Pay/Benefits (as stated)
- Annual base salary range: $139,000–$187,000; eligible for discretionary bonus and stock-based long-term incentives. Benefits include medical/dental/vision, life/STD/LTD, paid time off, 401(k) match, and Employee Stock Purchase Program.
The End User Services Senior Manager provides strategic leadership and enterprise accountability for End User Services, owning the end user services portfolio across deskside services, helpdesk support, workplace technology, endpoint compliance, corporate application lifecycle coordination, vendor governance, service analytics, customer experience, and service maturity initiatives. Defines the long-term direction and multi-year roadmap.
Responsibilities
- Oversee deskside and end user support operations across all locations; triage/prioritize/escalate/resolve incidents and service requests.
- Maintain visibility into ticket flow, queue health, escalations, support quality, readiness, endpoint risk, user experience, and provider performance; serve as senior escalation point.
- Coordinate cross-functionally to resolve end user service issues; ensure onboarding/offboarding and end user lifecycle execution.
- Own vendor/MSP strategy and governance: enforce SOW/contract/SLAs, run reviews, drive corrective actions, ensure provider accountability.
- Own endpoint compliance (e.g., Windows patching posture), patch SLAs, endpoint risk reporting, and corporate application lifecycle management.
- Own service quality/customer experience strategy; establish metrics; produce operational and executive reporting; prioritize improvements using service data.
- Own End User Services SOPs/standards and governance; drive measurable execution and operational discipline.
- Lead capability building: coach staff, strengthen career framework, scale the org as complexity grows.
- Lead service strategy/roadmap and transformation; sponsor modernization (automation, self-service, knowledge, responsible AI).
Qualifications & Skills
- Bachelor’s degree (or equivalent experience).
- 10+ years in End User Services/IT Operations/Service Leadership or related workplace support.
- Enterprise-scale service operations leadership; strong ITSM, service analytics, operational reporting, service governance.
- Experience managing vendors/MSPs and performance accountability.
- Strong endpoint and patching posture oversight; corporate application lifecycle coordination.
- Executive communication; demonstrated service transformation/operational maturity.
- Preferred: regulated-industry experience (biotech/pharma/healthcare); FreshService, Microsoft Intune, Microsoft 365; automation/self-service/AI-enabled service management experience.
Pay/Benefits (as stated)
- Annual base salary range: $139,000–$187,000; eligible for discretionary bonus and stock-based long-term incentives. Benefits include medical/dental/vision, life/STD/LTD, paid time off, 401(k) match, and Employee Stock Purchase Program.