IT End User Services leader

IT End User Services Lead
6 month contract to hire (W2 ONLY, NO C-C)
Downtown Dallas, TX (Hybrid)

We are seeking an experienced and strategic IT End User Services leader to oversee the delivery of EUS services through our IT MSP. This includes overseeing IT MSP service delivery of End User Support services inclusive of service desk operations, endpoint management, desktop engineering, collaboration tools, field services, and employee technology onboarding and support. The ideal candidate brings a customer-focused mindset, strong leadership capabilities, and a deep understanding of enterprise technology environments.

Essential Duties & Responsibilities

• Define, create, and own roadmaps, strategies, and prioritize for EUS services.
• Serves as the primary liaison with IT MSP for EUS service providing oversight and ensuring business requirements are being delivered.
• Ensures IT MSP has proper management of products and demand.
• Coordinates across teams and stakeholders, ensuring timely communication and reporting throughout the demand delivery lifecycle.
• Oversees IT EUS architecture and engineering resources, approves designs as required
• Manages annual budget and contracts for EUS service; establishes charge back model for IT service as required
• Ensure IT MSP EUS is in alignment with human resource teams on onboarding and offboarding requirements.
• Oversee demand for change requests to end user environment
• Maintains risk register for EUS and IT general controls in coordination with IT MSP, ensuring identified risks are accepted, rejected, and/or remediation plans are defined.
• Balance team capacity against demands and budget
• Promote the development of innovative solutions, through automation and orchestration
• Drive capability area KPIs adoption/usage, productivity, customer satisfaction
• Partner with engineering, development, operations, support, and other technology teams to meet customer needs

Education, Skills & Experience

• Bachelors degree is required.
• Ten (10) years of EUS work experience is required.
• 5+ Years of EUS experience within enterprise-level organizations.
• Experience in Implementation and support of EUS products
• Experience in Implementation of EUS systems, service management systems, asset management products
• Working knowledge of setup and maintenance of EUS Infrastructure.
• Good Understanding of Microsoft Active Directory, LDAP, Multifactor Authentication, Citrix, MDM, Microsoft stack, Invanti EPM, RDP tools,
• Experience in implementing technical specifications
• Experience with regulatory and SOX controls
• Worked on ITIL incident, problem, and service request resolution for customers
• Experience in production incident handling, Change Requests, and Change management
• Experience with support documentation (operation run book, data flow diagrams, architecture diagrams, Incident responses, RCA's)
• Experience in building and scheduling reports and audit data
• Excellent communication skills and ability to work with global counterparts
• Excellent organizational, communication, and interpersonal skills
• Customer service and quality-focused with proven process improvement skills
• Innovative problem solving, research, and analytical skills
• Ability to multi-task and prioritize work effectively
• Strong understanding of data security, data classification, and data loss prevention
• Highly motivated self-starter
• Strong sense of ownership and driven to manage tasks to completion
• Proficiency needed in Microsoft Word, Excel, Visio, and PowerPoint. Experience with SmartSheets and ServiceNow is preferred.
• Related certifications: ITIL

Estimated Min Rate: $52.50
Estimated Max Rate: $75.00


What s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh s extensive talent community that will provide you with access to Yoh s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

By applying and submitting your resume, you authorize Yoh to review and reformat your resume to meet Yoh s hiring clients preferences. To learn more about Yoh s privacy practices, please see our Candidate Privacy Notice: https://www.yoh.com/privacy-notice