Senior Manager, EUS

MAPFRE

Senior Manager overseeing End User Services and IT Service Desk operations. Driving customer satisfaction through efficient IT support and continuous improvement.

Posted 5/15/2026full-timeWebster • Massachusetts • 🇺🇸 United StatesSenior💰 $140,000 - $165,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Plan short and long term system strategy for End User Services and IT Service Desk delivery
Direct and monitor customer focused activities to ensure solutions are implemented timely
Provide managerial direction for Customer Break-fix, new hire fulfillment, procurement, inventory, and Request Management
Act as technical and process escalation, coordinating with Information Security, Network and Infrastructure teams
Drive continuous improvement through automation and define end user service operational processes.

Requirements

What you’ll need

Master’s Degree in business administration (MBA) or a related field or Bachelor’s Degree in computer science, Information Technology, or a related field strongly considered
8 – 10 years of experience in a leadership role within IT support or a related field
In-depth understanding of IT service management methodologies (e.g. ITIL, HDI) and best practices
Proven strategic planning, budgeting, and resource allocation skills
Strong leadership and team management skills, including talent development, performance management, and building high performing teams
Excellent communication, interpersonal, and negotiation skills.

Benefits

Comp & perks

Competitive health coverage
Retirement plans
Paid time off
Flexible work options
Employee discounts
Tuition reimbursement
Leadership programs
Internal mobility opportunities

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

IT service managementstrategic planningbudgetingresource allocationprocess improvementautomationinventory managementrequest managementcustomer supportbreak-fix management

Soft Skills

leadershipteam managementtalent developmentperformance managementcommunicationinterpersonal skillsnegotiationcustomer focusproblem-solvingcollaboration

Certifications

ITILHDI