Sr Manager, End User Services & Workplace Technology

Summary

The Senior Manager, End User Services & Workplace Technology is a senior IT leader responsible for the strategy, service delivery, operational stability, and continuous improvement of end user support and workplace technology services across the enterprise. This role has direct accountability for the global service desk and leads global support capabilities for deskside support, endpoint engineering, device lifecycle management, collaboration platforms, meeting room technology, executive support, and digital workplace services that enable associates to work productively, securely, and efficiently across office, plant, remote, and hybrid environments.

The role is expected to establish strong support standards, responsive service models, measurable performance expectations, and disciplined operational controls that reduce user disruption, improve service quality, mitigate risk, and optimize the employee technology experience. The Senior Manager also drives service modernization through AI-enabled automation, workflow orchestration, self-service, and infrastructure as code practices that improve consistency, scalability, speed, and cost efficiency across end user and workplace technology services. The Senior Manager partners closely with Infrastructure, Cybersecurity, Enterprise Applications, HR, Facilities, Procurement, and business leaders to ensure workplace services are resilient, secure, scalable, cost-effective, and aligned to current and future business requirements.

Responsibilities

End user services leadership and critical support coverage

• Lead globally distributed end user services and workplace technology organization with direct accountability for global service desk and oversight of deskside support, endpoint engineering, collaboration support, meeting room technology, executive support, and field support coverage.
• Define and maintain global service desk and support coverage models, escalation paths, major incident participation, on-call expectations, regional support alignment, and service ownership to ensure dependable support for business-critical user services across time zones.
• Set clear standards for responsiveness, service quality, communication, and user experience across office, plant, remote, and hybrid work environments.

Workplace technology, endpoint, and collaboration service management

• Oversee operational performance and support lifecycle for laptops, desktops, mobile devices, peripherals, software deployment, collaboration tools, conference room technology, and associated workplace platforms.
• Drive standardization of device builds, endpoint configuration, provisioning, asset lifecycle, patch compliance, software packaging, refresh planning, and support processes to improve reliability, supportability, and user productivity.
• Partner with infrastructure, network, cybersecurity, and application teams to ensure end user services remain integrated, secure, supportable, and aligned with operational requirements, including adoption of infrastructure as code to improve repeatability and speed.

Service operations, risk mitigation, and control discipline

• Lead operational governance for incident, request, problem, change, asset, and knowledge management processes supporting stable, controlled end user service delivery.
• Mitigate operational and security risk through disciplined endpoint compliance, access coordination, patch and vulnerability remediation, software currency, vendor governance, documented runbooks, and recovery procedures.
• Provide leadership during escalations and major incidents affecting user productivity, driving timely resolution, root cause analysis, and corrective actions to prevent recurrence.

Performance optimization, metrics, and continuous improvement

• Establish measurable performance standards for service levels, response and resolution times, ticket quality, endpoint compliance, user satisfaction, executive support quality, and workplace technology availability.
• Use dashboards, trend analysis, service reviews, root cause data, and user feedback to identify recurring issues, improve processes, optimize staffing, and raise overall service performance.
• Drive AI-enabled automation, self-service, knowledge enablement, workflow improvement, and tool optimization to reduce manual effort, improve service consistency, and accelerate resolution.
• Promote infrastructure as code, scripted provisioning, and standardized automation patterns to increase efficiency, strengthen control, and improve scalability across workplace technology operations.

Strategic planning, stakeholder partnership, and team leadership

• Develop end user services and workplace technology roadmap, including service maturity, tooling improvements, device strategy, collaboration enhancements, support model evolution, and readiness for future business needs.
• Manage budgets, vendors, contracts, and service providers to ensure cost-effective delivery, appropriate capacity, strong partner performance, and alignment with enterprise standards.
• Coach and develop leaders and team members, establish performance expectations, build succession depth, and foster culture of accountability, service excellence, continuous improvement, and responsible adoption of emerging automation capabilities.

Essential Functions of the Role

Education & Work Requirements

Education & Work Preferences

• Fluency in English
• Bachelor’s degree in Information Technology, Computer Science, or related field
• Minimum 12 years of progressive IT experience, including significant experience in enterprise end user support, workplace technology, endpoint operations, and digital workplace services.
• Minimum 7 years leading managers, engineers, analysts, and/or support teams with accountability for global service delivery, global service desk operations, escalations, service quality, and operational performance.
• Relevant certifications are a plus (e.g., ITIL, Microsoft 365, Microsoft Endpoint Manager/Intune, collaboration platform, endpoint security, service management, automation, cloud, or project/program leadership certifications).
• Demonstrated experience leading service desk, deskside, endpoint, collaboration, and workplace technology functions in a complex enterprise environment with multiple locations and diverse user populations.
• Proven experience improving service performance through KPI management, process maturity, vendor governance, endpoint compliance, automation, self-service, and structured continuous improvement practices.
• Experience applying AI-enabled automation, scripting, and infrastructure as code concepts to improve service efficiency, repeatability, and scalability is strongly preferred.
• Strong leadership of global end user services and workplace technology teams, including direct accountability for global service desk operations, with the ability to establish expectations, manage through leaders, prioritize effectively, and maintain accountability for high-quality support outcomes.
• Deep knowledge of end user support domains, including service desk operations, deskside support, executive support, endpoint engineering, mobile device management, software deployment, device lifecycle management, and collaboration technologies.
• Experience with Microsoft 365 workplace services and related platforms, including Teams, Exchange, OneDrive, SharePoint, Intune, Autopilot, endpoint configuration, and enterprise productivity tooling.
• Strong understanding of workplace technology and digital employee experience, including conference room technology, telephony or voice collaboration, remote support, hybrid work enablement, and service experience improvement.
• Proven ability to mitigate operational risk through disciplined service management, endpoint compliance, access and asset controls, patching, software governance, vendor management, incident management, and recovery planning.
• Strong knowledge of ITSM processes and tools, including incident, request, problem, change, knowledge, asset, and configuration management, with experience improving service maturity and reporting.
• Demonstrated experience using service metrics, dashboards, trend analysis, user feedback, process standardization, AI-enabled automation, and self-service to improve outcomes, reduce support friction, and increase operational efficiency.
• Working knowledge of scripting, workflow orchestration, and infrastructure as code concepts to standardize provisioning, improve repeatability, and scale support and workplace technology services.
• Strong business partnership and executive communication skills, with the ability to present service risks, investment needs, improvement priorities, and performance results clearly to technical and non-technical stakeholders.

Competencies