Senior End-User Services Manager to provide leadership across technology and support operations to deliver an exceptional employee experience.

Our client has a requirement for a Senior End-User Services Manager to provide leadership across technology and support operations to deliver an exceptional employee experience.

Outstanding Employee Opportunity to join a great company and team!

This role oversees help desk services, productivity tools, enterprise client technology, and daily IT operations, while contributing to IT strategy and continuous improvement.

Must Have:

• 10+ years of IT experience
• 5+ years in a leadership role supporting end-user environments
• Proven experience designing, managing, and supporting enterprise client technologies
• Strong hands-on knowledge of:
• Microsoft 365 / Office 365
• Windows OS and device management
• Microsoft Intune (endpoint management)
• Application deployment and lifecycle management
• Hardware standards and endpoint security
• Experience with ITIL-based service management, incident, and request processes
• Demonstrated experience with vendor, outsourcing, and contract management.
• Strong communication skills with the ability to manage multiple priorities in a fast-paced environment
• High sense of urgency and customer-focused mindset

Nice to Have:

• Experience leading remote or hybrid IT support teams
• Familiarity with modern digital workplace tools beyond Microsoft 365 (e.g., Zoom, Slack, ServiceNow)
• Strong background in change management and driving adoption of new technologies
• Experience with self-service portals, knowledge management, or automation to improve support efficiency
• Proven ability to build cross-functional partnerships and influence business leaders

Responsibilities:

• Lead Help Desk and End User Support teams with a strong focus on customer service.
• Own the end-to-end end-user technology experience, including hardware, operating systems, application deployment, cloud services, and remote access.
• Manage productivity tools and platforms (Microsoft 365, Windows, Intune, Adobe).
• Develop technology roadmaps, standards, and service improvements.
• Lead incident and service request management, acting as an escalation point for major incidents.
• Coach and develop team members; manage priorities, performance, and service delivery.
• Oversee project transitions to operations, vendors, budgets, and service levels.