Senior Manager, End User Services – North America

Key Areas of Responsibility

• Lead, mentor, and develop a distributed End User Services team supporting multiple North American locations.
• Foster a culture of accountability, customer service, technical excellence, and continuous improvement.
• Act as the escalation point for complex technical and user-impacting issues.
• Drive improvements in service delivery, user satisfaction, and operational effectiveness.
• Establish and monitor service metrics, SLAs, and team performance objectives.
• Ensure consistent, high-quality support experiences across all supported sites.
• Partner closely with other regional IT teams and service desk organizations to deliver seamless support services.

Hands-On Technical Leadership

• Serve as the technical leader and subject matter expert for workplace technologies and end-user computing services.
• Maintain hands-on involvement in the administration, support, and optimization of: Microsoft 365 (Exchange Online, SharePoint Online, OneDrive, Teams), Microsoft Entra ID and Active Directory, Microsoft Intune, NinjaOne, and endpoint management platforms, Okta and Identity & Access Management (IAM) solutions, Zoom, Zoom Rooms, Teams Rooms, and collaboration technologies, Box and enterprise file-sharing platforms, Windows and macOS endpoint environments, Endpoint security, compliance, patch management, and software deployment solutions.
• Lead troubleshooting and root-cause analysis of complex technical issues.
• Drive automation, standardization, and operational efficiency through scripting and modern management tools.
• Serve as the highest escalation point for critical end-user, endpoint, identity, and collaboration technology issues.

Endpoint & Asset Management

• Own the lifecycle management of endpoint devices across North America.
• Manage device provisioning, deployment, software distribution, patching, compliance, and refresh programs.
• Optimize Microsoft Intune and NinjaOne platforms for endpoint monitoring, management, and support.
• Maintain accurate asset inventory, tracking, reporting, and operational controls.
• Ensure employees have reliable, secure, and productive technology tools throughout their employment lifecycle.

Identity & Access Management

• Own operational management of identity and access services.
• Manage and support Active Directory, Entra ID, Okta, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle processes.
• Ensure secure onboarding, offboarding, role changes, and access governance practices.

Site IT Operations & Workplace Technology

• Lead day-to-day IT operations supporting North American office locations.
• Ensure conference rooms, AV systems, Zoom Rooms, Teams Rooms, and workplace technologies operate reliably.
• Support executive meetings, board meetings, town halls, earnings calls, customer presentations, and other business-critical events.
• Lead technology planning and deployment activities for office expansions, relocations, and workplace improvement initiatives.

Executive Support & Customer Experience

• Ensure white-glove technology support for executive leadership and VIP users.
• Act as a strategic partner in improving workplace technology and employee productivity.
• Champion a customer-first culture focused on responsiveness, communication, and service excellence.

Security, Compliance & Governance

• Partner with Information Security teams to ensure endpoint and identity management best practices.
• Support vulnerability remediation, endpoint compliance, device security, and access governance initiatives.
• Participate in security incident response and business continuity planning activities.

Continuous Improvement & Strategic Initiatives

• Identify opportunities for automation, process improvement, and service optimization.
• Support office growth initiatives, acquisitions, integrations, and workplace modernization efforts.
• Drive operational scalability while maintaining a high level of customer satisfaction and service quality.