Manager, End User Services

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Lead the provision of employee-focused IT services throughout a global organization, encompassing Service Desk, Onsite Support, and Access Management.

• Guide and enhance a team of internal service delivery professionals.

• Oversee accountability, performance, and service transformation of delivery partners.

• Create customer-focused service roadmaps, forecasts, and lifecycle strategies.

• Supervise daily operations linked to the service portfolio.

• Handle escalation resolution and conduct root cause analyses.

• Ensure compliance with access control in collaboration with internal and external audits.

• Foster influential relationships with business leaders, VIPs, technical teams, and vendors.

• Establish service standards and oversee the operational excellence of delivery partners.

• Manage escalations and provide VIP support.

• Cultivate robust partnerships within IT and the business to enhance the technology experience.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Business, Computer Science, or a related field; or an equivalent combination of education and relevant experience.

• Over 7 years of progressive experience in global IT service delivery, end-user support, or digital workplace services, which includes service desk, onsite support, access management, and IT depot.

• More than 5 years of experience in establishing and managing vendor performance through service agreements, SLAs, and continuous improvement initiatives.

• At least 3 years of experience in people leadership, encompassing coaching, developing, and managing technical teams.

• Proven experience in developing service strategies, roadmaps, budgets, and operational plans.

• Strong empathetic communication and relationship management abilities.

• Capability to influence stakeholders across both business and technology teams.

• Willingness to travel occasionally for domestic and international purposes.

• ITIL, identity, or security certification is preferred.

• Experience in a regulated industry supporting IT control frameworks is preferred.

• Must successfully complete a criminal background check along with employment, education, and licensing verification.

• Must be bondable.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with matching contributions from the company.

• Annual incentive bonus program.

• Paid time off which includes 11 holidays, 2 wellness days, and 8 volunteer hours annually.

• PTO increases with tenure.

• Opportunities for career growth and advancement.

• Paid parental leave.

• Assistance for adoption and surrogacy.

• Employee giving program that double matches donations to eligible nonprofits and schools.

• A supportive and responsive management approach.