Principal, ITSM & End-User Computing

Key Responsibilities

• Lead IT Service Management operations, including incident, request, change, problem, asset, and service delivery management.
• Manage and develop the ITSM and Service Desk team.
• Own and optimize ServiceNow, Jira, and Amazon Connect platforms.
• Serve as the primary operational owner of our managed services partner relationship, driving accountability, service quality, and performance against SLAs.
• Own the Microsoft 365 environment, including Exchange Online, Teams, SharePoint, OneDrive, Purview, and Copilot.
• Lead identity and endpoint management through Microsoft Entra ID, Intune, and Jamf.
• Drive automation, self-service capabilities, and AI-assisted service delivery initiatives.
• Partner with Security, Enterprise Applications, Data & Analytics, and business stakeholders to deliver reliable, scalable technology services.
• Oversee software licensing, vendor management, telephony operations, and end-user computing support across global locations.
• Identify opportunities to improve operational efficiency, reduce costs, and enhance the employee technology experience.

Required Qualifications

• 5+ years of progressive IT operations experience, including leadership responsibilities.
• Experience leading IT Service Management and End-User Computing functions.
• Experience managing enterprise managed services providers and vendor relationships.
• Strong hands-on expertise with: Microsoft 365, Microsoft Entra ID (Azure AD), Microsoft Intune, Jamf Pro, ServiceNow, Atlassian Jira, Amazon Connect.
• Experience with automation technologies such as PowerShell, Power Automate, ServiceNow Flow Designer, or similar tools.
• Understanding of networking fundamentals including DNS, DHCP, VPN, wireless networking, and endpoint management.
• Strong communication, stakeholder management, vendor management, and problem-solving skills.

Preferred Qualifications

• Experience with Identity Governance, endpoint security, and AI-enabled IT operations.
• Experience supporting global and hybrid work environments.
• ITIL, Microsoft, Jamf, CompTIA, or related industry certifications.