Senior Manager End User Services

Lead, mentor,coachand develop the End-user Services team;evolvethe operating model (intake, prioritization, escalations, vendor coordination) and ensure consistent execution.

Own service performance and continuous improvement using KPIs/SLA/CSAT, problem management, and knowledge/runbook standards.

Manage budget and licensing for end-user services (devices, tooling, MSPs).

Own KPI and SLA reporting, including the development of executive-ready dashboards.

Participates in training, audits, system readiness testing andassiststhe organization inmaintainingits compliance requirements

Oversee day-to-day end-user support across global offices and remote users.

Manage the service desk partner (MSP) and workflows (e.g., Jira Service Management), including escalations, reporting, and quality controls.