End User Technology Senior Manager

What You'll Do

The Senior Manager, End User Technologies is a strategic leadership role within Technology & Operations Services charged with delivering exceptional technical support services across the organization. This leader guides a skilled team supporting nearly 1,000 people throughout the US, as well as a growing presence in India and potentially other global locations. The role encompasses overseeing traditional help desk support, laptop imaging, office and workspace equipment setup across our 15 office locations, and the management of strategic vendor relationships for critical workspace capabilities, including laptops, multi-functional printers, and scanners. Collaboration with cross-functional partners within and outside of Technology & Operations Services ensures the team’s strategies are fully aligned with business objectives and evolving technological needs. 

 

Leadership and Team Management 

• Lead, mentor, and develop a team of End User Technology Specialists across US and international locations. 

• Set clear goals, expectations, and performance metrics for the End User Technologies team. 

• Foster a culture of collaboration, accountability, continuous learning, and service excellence. 

• Strengthen teamwork between the End User Technologies team and the other teams within Technology & Operations Services, Administrative Operations, and the Geographic Leaders. 

• Conduct regular team meetings, coaching, and skills workshops to enhance technical and customer service capabilities. 

• Recruit, onboard, and retain top IT support talent 

Operations and Delivery 

• Oversee daily operations of the IT Support and Help Desk, ensuring prompt, effective support for nearly 1,000 users in the US, India, and other expanding sites. 

• Supervise and continuously improve traditional help desk support, ensuring accurate ticket management and effective resolution of end-user issues. 

• Manage the end-to-end process for laptop imaging and deployment, guaranteeing device reliability and security. 

• Coordinate office and workspace equipment setup across our office footprint, including monitors, peripherals, docking stations, and other technology essential for productive work environments. 

• Ensure seamless onboarding for new hires from a technology standpoint 

• Develop and maintain SLAs, KPIs, and reporting dashboards to monitor service quality and user satisfaction. 

• Refine and maintain standards and policies that ensure compliance with best practices, industry standards, and regulatory requirements for all support activities. 

Vendor Management and Strategic Relationships 

• Oversee relationships with strategic vendors, especially for critical assets such as print management. 

• Evaluate vendor performance, negotiate contracts, and ensure optimal delivery of products and services. 

• Coordinate procurement, deployment, and maintenance of hardware assets and office equipment in partnership with vendor partners. 

Technical Leadership 

• Serve as an escalation point for complex technical issues, providing guidance and hands-on support as needed. 

• Stay up to date with IT trends, security protocols, troubleshooting methods, and emerging technologies relevant to hardware, software, and workspace equipment. 

• Coordinate with the other teams within Technology & Operations Services, especially the Infrastructure, Security, and DevOps team, to resolve multi-faceted problems and implement new solutions. 

• Ensure documentation of processes, troubleshooting guides, and user instructions are accurate and accessible. 

Customer Service and Stakeholder Engagement 

• Champion a user-centric approach, delivering responsive, empathetic, and effective support to all users, including those at remote or international locations. 

• Build relationships with technology peers, business leaders, geographic leaders, and end-users to understand their needs and expectations. 

• Gather feedback to identify issues and successes to inform process improvements. 

• Communicate IT support policies, procedures, and service updates clearly and professionally. 

• Manage escalations, complaints, and major incidents with tact and a commitm