Provide strategic leadership and operational oversight for all end-user services functions, including desktop operations, onsite support, service desk governance, and global managed services delivery, ensuring consistent, high-quality experiences for all employees.
Serve as the senior escalation point for complex end-user technology issues, coordinating cross-functional resources to ensure rapid incident resolution and long-term systems stability.
Lead and mentor the Desktop Operations, Onsite Support, and End User Experience teams, establishing performance standards, operational rhythms, and a culture of continuous improvement and operational excellence.
Own the governance and performance management framework for managed services providers, ensuring alignment to SLAs, responsiveness during escalations, root-cause remediation, and continuous service delivery maturation.
Develop, maintain, and improve standard operating procedures (SOPs), service delivery workflows, and operational guidelines to ensure scalable, repeatable, and compliant service processes across all end-user support functions.
Drive initiatives that enhance user experience, including self-service adoption, automation opportunities, tooling advancements, and proactive support models aimed at reducing friction in day-to-day technology use.
Collaborate with IT, Security, Engineering, Facilities, and People teams to ensure cohesive and integrated end-user technology delivery across the employee lifecycle.
Oversee resource allocation, onsite presence planning, and support coverage across multiple office locations to ensure consistent operational support and high levels of customer satisfaction.
Monitor service performance metrics, ticket trends, device health analytics, and user feedback to identify systemic opportunities for improvement and implement durable solutions.
Lead large-scale organizational technology initiatives such as hardware refreshes, office buildouts, productivity tool transitions, and change management efforts that impact the global user community.
Maintain strong relationships with stakeholders at all levels, providing transparent updates on service health, improvement initiatives, operational risks, and cross-team dependencies.
Ensure all end-user services functions follow established security guidelines, compliance standards, asset management requirements, and incident response procedures.
Drive workforce planning, career development programs, coaching frameworks, and talent management for team members, ensuring a resilient and capable organization.
Oversee budgeting, forecasting, and vendor financial management as it relates to desktop hardware procurement, support tooling, managed services partners, and end-user experience programs.

Requirements

10+ years of experience in End User Services, IT Service Delivery, Desktop Operations, or similar technical leadership roles, with extensive experience managing distributed teams and large-scale support environments.
5+ years of experience in a people leadership role overseeing multi-functional technical teams with demonstrated success building high-performing organizations.
Deep understanding of modern end-user support models, endpoint management, desktop engineering, and onsite technical operations.
Experience governing managed service providers, including SLA development, cost optimization, operational reviews, and performance management.
Familiarity with ITSM frameworks such as ITIL, along with experience utilizing and improving workflows within platforms like Jira Service Management or ServiceNow.
Strong knowledge of Windows, macOS, collaboration suites, endpoint security, device lifecycle management, and productivity tooling ecosystems.
Proven ability to lead complex technical initiatives, cross-organizational projects, and broad adoption programs that impact the global workforce.
Exceptional communication, stakeholder management, and relationship-building skills across both technical and non-technical audiences.
Strong analytical and problem-solving skills, with experience driving root-cause remediation and implementing sustainable operational improvements.
Financial and vendor management experience, including budgeting, forecasting, contract support, and cost-performance evaluation.
Ability to perform effectively in a dynamic, high-growth environment while managing multiple priorities and delivering measurable outcomes.
Demonstrated leadership qualities including mentorship, empowerment, conflict resolution, and establishing a strong culture of accountability and operational excellence.

Benefits

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

end user servicesIT service deliverydesktop operationsendpoint managementdesktop engineeringmanaged service governanceSLA developmentroot-cause remediationbudgetingvendor financial management

Soft skills

leadershipcommunicationstakeholder managementrelationship buildinganalytical skillsproblem-solvingmentorshipempowermentconflict resolutionoperational excellence

Certifications

ITIL