End User Services Manager

About the Role

Americas Enterprise Technology is in the middle of a deliberate shift — from an IT organization that responds to problems to one that anticipates and prevents them. Using real-time device monitoring, analytics, and a growing AI and automation capability, the team is redefining what end user support looks like inside a modern enterprise. This role leads that effort.

The End User Services Manager owns the full EUS function within Technology Operations — reactive support, proactive problem identification and remediation, and multi-site coordination across the US and Canada. You will manage a team of IT professionals, collaborate closely with our outsourced service desk partner, and partner with internal teams including Global End User Compute and Security to drive the operational standards that make every employee’s technology experience consistent and reliable. This is a hands-on leadership role — we are looking for someone who leads by example, works alongside the team, and sets the standard through their own actions.

This is a leadership role for someone who is equally comfortable in the details and in the strategy. You know how to run a service desk and you know how to improve one. You bring structure to ambiguity, unite vendors and internal teams around a shared standard of service, and are genuinely excited about where AI and automation are taking IT operations.

What You Will Do

Leadership & Team Management

• Lead and mentor a team of IT professionals supporting reactive service delivery, proactive problem identification and remediation, and multi-site coordination — setting clear expectations and fostering a culture of ownership and continuous improvement.
• Collaborate with our outsourced service desk partner — working closely together across L1, L2, and escalation resources to deliver a seamless, high-quality end user experience.
• Develop and maintain operational documentation, SLAs, and KPIs — treating them as inputs to understanding service quality, not as the definition of it.
• Build a team culture defined by ownership, a proactive get-it-done mindset, continuous improvement, and a genuine commitment to the employee experience.

Reactive Support Operations

• Oversee incident resolution workflows across L1, L2, and escalation tiers — ensuring that SLA adherence reflects, not replaces, a genuine commitment to service quality.
• Use data — ticket quality, resolution times, satisfaction scores, and trends — as a lens for understanding the true health of the service, not just whether numbers are green.
• Manage cross-team escalations and complex troubleshooting with urgency and clear communication.
• Serve as the escalation point for major incidents, ensuring prompt resolution and appropriate stakeholder communication.
• Own request fulfillment and change management process adherence across the team — ensuring every request is handled correctly and every change follows the right process.
• Ensure executives and VIPs receive prioritized, high-quality support — not through dedicated staffing, but through a team that understands who needs to be served first and delivers accordingly without being asked.

Proactive Problem Identification & Digital Employee Experience (DEX)

• Champion proactive IT initiatives — using real-time monitoring and analytics to identify and remediate issues before they reach the employee.
• Drive continuous improvement across device experience metrics, reducing reactive support volume over time.
• Implement tools and processes that shift the team's posture from break/fix to prevention.

Multi-Site Support Coordination

• Ensure consistent, high-quality service delivery across all US and Canada locations.
• Coordinate on-site support, walk-in Tech Bar operations, and location-specific initiatives including infrastructure refreshes.
• Serve as the point of accountability for regional IT needs, balancing local requirements against enterprise standards.

Strategic Initiatives & Innovation

• Lead and contribute to projects in AI, automation, and tooling optimization — actively participating in the team's shift toward intelligent operations.
• Evaluate and implement new technologies and methodologies that improve service delivery and reduce cost.
• Support security assessments and compliance initiatives in partnership with the Security team.
• Contribute to the long-term EUS strategy and roadmap, translating operational insights into forward-looking recommendations.

Who You Are

You are a proven IT operations leader who does not need to choose between being strategic and being hands-on — you are both. You think in systems and outcomes, not just tickets and tasks. You bring vendors and teams together around shared goals, give direct feedback to your team, and communicate clearly with senior stakeholders who have no patience for ambiguity. You are energized by the challenge of building something better — a proactive, intelligent, high-performing EUS organization — and you have the operational depth to actually do it.

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
• 5+ years of experience in IT operations or end user support, with demonstrated progression into leadership.
• 3+ years in a supervisory or management role, including direct management of staff and vendor relationships.
• Strong verbal and written communication skills — able to present to senior leadership and engage effectively across all levels of the organization.

Required Qualifications

• Strong knowledge of ITSM best practices and hands-on experience with ServiceNow or a comparable ticketing platform.
• Proficiency with Microsoft 365 and endpoint management tools including Intune and Entra ID.
• Demonstrated experience managing vendor relationships and aligning external partners around shared service goals and SLAs.
• Experience with DEX platforms such as Nexthink for proactive device health monitoring, issue identification, and remediation.
• Proven ability to use data and operational metrics to assess and improve the quality of service — understanding that metrics inform the picture, not define it.
• Strong analytical and root-cause analysis capabilities — you use data to drive decisions.

What Will Set You Apart

• ITIL Foundation certification or higher.
• CompTIA Security+ or equivalent certification.
• Hands-on experience with Power Automate, Power BI, or similar automation and analytics tools.
• Experience supporting IT operations in a large, distributed, or global organization.
• Background in compliance and IT security initiatives.
• Familiarity with AI-assisted IT operations and enthusiasm for where the field is heading.

Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.