Sr. Manager, End User Computing & Service Desk
About the role
The Sr. Mgr, End User Computing & Service Desk will lead and manage enterprise endpoint operations and the Service Desk, ensuring reliable, secure, and efficient IT support services for all end users. This role is accountable for end-to-end service delivery across Service Desk and End User Computing, driving operational excellence, user satisfaction, and continuous improvement.
Responsibilities
Own and manage the KMBS US Service Desk, including Tier 1 support operations
Ensure high-quality incident intake, triage, escalation, and resolution processes
Drive SLA compliance, first-call resolution, and end-user satisfaction metrics
Establish and optimize call handling, ticket routing, and knowledge management processes
Lead workforce planning, scheduling, and coverage models for Service Desk operations
Partner with End User Computing for effective escalation and issue resolution
Execute the enterprise endpoint strategy across Windows, macOS, and mobile platforms
Lead major initiatives such as Windows upgrades, Intune adoption, and modern management transformation
Establish hardware standards, lifecycle policies, and device management frameworks
Implement and uphold ITIL-based processes across Service Desk and End User Computing:
- Incident Management
- Problem Management
- Change Management
Identify recurring issues, perform root cause analysis, and drive continuous improvement
Ensure service delivery meets defined SLAs and operational performance targets
Oversee daily desktop support operations, including ticket and queue management
Monitor incident and request volumes, backlog, and resolution performance
Drive operational discipline through daily/weekly service reviews and reporting
Ensure service continuity and rapid response to business-critical issues
Lead, mentor, and develop Service Desk and End User Computing teams
Manage workload distribution, escalation handling, and performance accountability
Oversee staffing models, including after-hours support and on-call rotations
Foster a high-performance, customer-focused support culture
Qualifications
IT Budgeting & Cost Management: Understanding financial planning, Procurement and resource allocation. Strong analytical skills to assess risks, conduct audits, and identify areas for improvement.
Leadership: The ability to provide leadership and direction to a highly technical team and ensure compliance with regulatory requirements.
Collaboration: The ability to work closely with internal stakeholders, including IT, Finance, and external auditors, to ensure compliance.
Adaptability: The ability to stay current with changes in laws and regulations that may impact IT compliance and adapt policies and procedures accordingly.
Technical Skills: Endpoint Management: Microsoft Intune, Autopilot Operating Systems: Windows Enterprise 11, macOS Microsoft 365 ecosystem (Teams, OneDrive, security controls) ITSM tools (ServiceNow) Device provisioning and lifecycle management (Autopilot)
Operational & Business Skills: Strong knowledge of ITIL frameworks and service management practices Experience managing service delivery metrics, SLAs, KPIs, and customer satisfaction scores Vendor management and financial oversight experience Strong communication skills with the ability to engage technical teams and executive leadership
Preferred Qualifications: Bachelor's degree in information technology, Computer Science, or related field. 7+ years' experience leading combined Service Desk + End User Computing organizations 7+ years experience with endpoint modernization (Intune, Windows 11, DaaS) Experience supporting distributed, multi-location organizations Familiarity with ServiceNow