Senior Manager End User Services

A Moving Experience.

Management

• Lead, mentor, coach and develop the End-user Services team; evolve the operating model (intake, prioritization, escalations, vendor coordination) and ensure consistent execution.

• Own service performance and continuous improvement using KPIs/SLA/CSAT, problem management, and knowledge/runbook standards.

• Manage budget and licensing for end-user services (devices, tooling, MSPs).

• Own KPI and SLA reporting, including the development of executive-ready dashboards.

• Participates in training, audits, system readiness testing and assists the organization in maintaining its compliance requirements Support

• Oversee day-to-day end-user support across global offices and remote users.

• Manage the service desk partner (MSP) and workflows (e.g., Jira Service Management), including escalations, reporting, and quality controls.

• Own onboarding/offboarding and device lifecycle (provisioning, inventory, refresh, returns, and secure disposal); drive self-service and employee experience improvements including service desk knowledge base accuracy Unified Communications

• Own the administration, reliability, and support model for collaboration and communications platforms (e.g., Teams/Zoom, conferencing, voice/messaging).

• Standardize meeting room technology and user guidance; partner with infrastructure/network teams to monitor and improve voice/video quality.

• Manage UC policies and vendors in alignment with security/compliance requirements, including periodic service reviews and renewals. Device Engineering

• Own endpoint engineering standards and lifecycle for laptops and mobile devices, including asset management, allowed software, and vendor coordination.

• Administer endpoint and asset management platforms (e.g., Intune/Lansweeper): enrollment, compliance, configuration baselines, application deployment, and update strategies.

• Maintain secure device posture with Security (patching, encryption, EDR integration, vulnerability remediation) and drive reliability improvements through monitoring and proactive remediation. Projects

• Plan and deliver end-user services projects end-to-end (requirements, rollout, communications, training, and post-launch support) with clear timelines, risks, and status reporting.

• Lead initiatives such as device refresh cycles, endpoint security improvements, collaboration platform enhancements, and ITSD process/tooling upgrades.

• Coordinate cross-functional dependencies (infrastructure, security, business teams) and drive standardization, scalability, and automation to improve the global employee experience. Required Qualifications:

• Bachelor’s degree or equivalent experience.

• 8+ years of experience in end-user IT services including 4 years in a people management capacity.

• Strong understanding of IT service management fundamentals (incident/request/problem/change), service metrics, and customer experience practices.

• Hands-on experience administering and supporting endpoint (Windows, MacOS and Linux) and identity ecosystems and core productivity tooling.

• Experience supporting unified communications platforms (e.g., Teams/Zoom), meeting room systems, and basic telephony/voice workflows.

• Demonstrated ability to plan, organize, and deliver projects, including change management and stakeholder communications.

• Excellent written and verbal communication skills; ability to translate technical issues into clear business impact and next steps.

• Experience managing operating and capital expense budgets, building business cases, developing strategy plans, and communicating to executive level team.

• Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and knowledge management practices. Preferred Qualifications:

• Experience integrating endpoint security tooling (EDR, vulnerability management) and building compliance reporting in partnership with Security/Complianc