Senior Manager, End User

Key Responsibilities

• Leadership & Strategy
• Lead and scale a high-performing End User Services team across Service Desk, Desktop Support, and Field Services.
• Set and execute a multi-year roadmap for service maturity, automation, and user experience.
• Partner with the Senior Director of IT Operations on strategy, priorities, and execution.
• Work with IT, Security, Infrastructure, and Lab Operations to align services with business priorities.
• Lead a distributed multi-site team with consistent service, standards, and engagement.
• Foster a high-accountability, service-focused culture of ownership, responsiveness, and improvement.
• Service Model & Support Coverage
• Design a scalable 24x7, follow-the-sun support model.
• Define the right mix of internal staff and managed service providers.
• Set clear escalation paths, handoffs, and on-call models.
• Lead coordination and response to major incidents and critical outages.
• Technical Leadership & Escalation Management
• Serve as the senior escalation point for complex Tier 3 issues.
• Lead major incidents and root cause analysis to prevent recurrence.
• Partner with Advanced Operations Team to resolve cross-functional issues and improve systems.
• Set standards for advanced troubleshooting, documentation, and knowledge transfer.
• Act as a player-coach with strong technical credibility.
• AI Enablement & Automation
• Drive AI-powered support, including virtual agents, auto-resolution, and knowledge mining.
• Use automation to reduce tickets and improve MTTR.
• Use Microsoft Copilot, Power Automate, and FreshService automation to modernize service delivery.
• Drive shift-left through self-service and better knowledge management.
• ITSM & Service Delivery Excellence
• Own and mature ITSM processes: Incident, Request, Problem, Change, and Knowledge Management.
• Align with ITIL best practices and continuous improvement.
• Optimize FreshService workflows, SLAs, and reporting.
• Manage SLAs, XLAs, and KPIs aligned to business needs.
• Provide dashboards and insights to IT leadership.
• Team Performance & Reporting
• Set and manage performance metrics for individuals, teams, and services.
• Track KPIs such as CSAT, MTTR, first contact resolution, backlog, SLA attainment, and deflection.
• Lead goal setting, coaching, and accountability.
• Deliver structured reporting cadences (e.g. weekly operational reports, monthly service reviews, quarterly executive summaries for IT and C-level leaders).
• Use automation and AI to streamline reporting.
• Turn metrics into executive-ready insights.
• Drive improvement through trend analysis, forecasting, and capacity planning.
• Microsoft Ecosystem & Endpoint Management
• Serve as a hands-on technical leader across:
• Active Directory and Azure AD (Entra ID), including identity, auth, GPOs, and conditional access
• Microsoft 365, including Exchange Online, Teams, and SharePoint
• Endpoint management, including Intune, and Autopilot.
• Lead identity lifecycle, endpoint standards, and cloud adoption.
• Ensure secure, compliant use of Microsoft technologies.
• Audio-Visual (AV) & Collaboration Technology Support
• Own AV and collaboration support across meeting spaces.
• Ensure reliable support for executive meetings, hybrid collaboration, and town halls.
• Troubleshoot complex AV issues, including Teams Rooms and conferencing systems.
• Partner with vendors and facilities to standardize and maintain AV solutions.
• Create runbooks and support models for high-visibility events.
• Asset Management & Lifecycle Governance
• Own enterprise IT asset management.
• Drive standardization, inventory accuracy, and license optimization.
• Ensure governance and visibility across endpoints.
• Onboarding / Offboarding & Workforce Enablement
• Design and automate onboarding and offboarding.
• Ensure Day 1 readiness, including lab needs.
• Improve provisioning speed and access management.
• Laboratory & Regulated Environment Support
• Ensure support aligns with uptime-critical lab operations.
• Partner with Compliance and Security on HIPAA, CLIA, and CAP requirements.
• Support specialized lab systems and workflows.

Required Qualifications

• Bachelor’s degree in IT or a related field
• 8+ years in End User Services, including 3+ in leadership
• Experience supporting 1,000+ users
• Experience supporting multi-site, distributed teams
• Experience with 24x7 follow-the-sun support
• Strong hands-on expertise in:
• Active Directory and Azure AD (Entra ID)
• Microsoft 365
• Endpoint management (Intune, Autopilot)
• Proven ability to handle Tier 3 escalations
• Experience with FreshService or similar ITSM tools
• Strong understanding of ITIL practices
• Experience with automation and AI-driven support
• Experience building weekly, monthly, and quarterly reporting
• Strong experience supporting enterprise AV and conferencing systems
• Experience in regulated or mission-critical environments
• Willingness to travel periodically between key sites, about 5% or less
• Strong leadership and communication skills

Preferred Qualifications

• ITIL v4 certification
• Experience with AI-enabled ITSM or DEX tools
• Familiarity with Power Platform
• Experience in healthcare, life sciences, or lab environments
• Microsoft certifications
• Experience managing vendors