End User Support Services Manager
Core
Lead governance, service delivery, and operational leadership for all employee-facing technology support services across a globally distributed workforce.
Role type
Senior IC End User Support Services Manager
Builds
IT Help Desk/Call Center, Desktop Services, Executive/VIP Support, and IT Procurement functions
Domain
Banking / Financial Services / IT Operations
Required skills
Workforce management, Service management, Customer experience management, SLA definition, KPI development, Incident management, Vendor coordination, Asset lifecycle management, Strategic planning, Team leadership
Preferred skills
Banking industry experience, Global workforce management, Executive support experience
Technologies
ITSM platforms, Call center software, Endpoint management tools
Responsibilities
Lead and develop a high-performing End User Support Services organization delivering technology support services nationwide. Establish strategic direction, operational objectives, and service delivery standards for all end-user support functions. Provide leadership, coaching, mentoring, and performance management to managers and supervisors responsible for Help Desk, Desktop Services, Executive Support, Provisioning, and Procurement teams. Own all IT Call Center and Help Desk operations supporting associates across all offices and locations. Oversee enterprise desktop support operations across corporate offices, operations centers, and branch locations. Establish formally documented service offerings and support models. Define service ownership, service boundaries, request fulfillment processes, and user expectations.
Seniority
Senior, hands-on IC
