Job Description
We are seeking an experienced and forward-thinking Senior Manager of End User Services to lead the strategy, delivery, and continuous improvement of end user support across a dynamic organization of approximately 1,000 employees spanning corporate and laboratory environments. This role is responsible for the full lifecycle of end user services, including Service Desk operations, desktop and field support, endpoint management, user provisioning, and collaboration technologies. As a senior leader, you will drive operational excellence while modernizing support through automation, AI-enabled solutions, and strong IT service management practices.
In this position, you will partner closely with senior IT leadership to align support capabilities with business priorities, serving as both a strategic contributor and escalation point for complex technical challenges impacting business-critical and lab systems. You will lead a distributed, multi-site team, ensuring a consistent and high-quality user experience while building a culture centered on accountability, responsiveness, and continuous improvement. Responsibilities include developing and executing a long-term roadmap for service evolution, implementing scalable global support models, and optimizing vendor partnerships and staffing strategies.
Additionally, you will oversee major incident response and root cause analysis, establish mature ITSM processes aligned with industry best practices, and leverage data-driven insights to improve service performance. You will also provide technical leadership across Microsoft technologies (including identity, collaboration, and endpoint management platforms), while ensuring secure and compliant usage across the organization. The role includes ownership of AV and collaboration support, IT asset lifecycle management, onboarding and offboarding processes, and ensuring seamless support for regulated lab environments. This position requires regular collaboration with cross-functional teams and occasional travel between sites to maintain alignment and service quality.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Bachelor’s degree in Information Technology, Computer Science, or related discipline
• 8+ years of experience in End User Services or IT support, including 3+ years in a leadership capacity
• Proven experience supporting organizations with 1,000+ users across multiple locations
• Strong experience managing distributed teams and global or follow-the-sun support models
• Deep hands-on knowledge of Active Directory, Azure AD, and Microsoft 365
• Experience with endpoint management tools such as Intune and Autopilot
• Demonstrated ability to handle complex Tier 3 escalations and lead incident response
• Experience with ITSM platforms (e.g., FreshService or comparable tools)
• Solid understanding of ITIL-based service management practices
• Background in leveraging automation and AI to improve support efficiency and reduce ticket volume
• Experience building and delivering operational and executive-level reporting (weekly, monthly, quarterly)
• Expertise supporting enterprise AV and conferencing technologies (e.g., Teams Rooms)
• Experience working in regulated or mission-critical environments (e.g., healthcare, labs, or similar)
• Strong leadership, communication, and stakeholder management skills
• Willingness to travel occasionally (~5%) between locations
Nice to Have Skills & Experience
• ITIL v4 certification
• Experience with AI-driven ITSM, digital employee experience (DEX), or advanced analytics tools
• Familiarity with Microsoft Power Platform (Power Automate, Power Apps)
• Prior experience in healthcare, life sciences, or laboratory-based organizations
• Microsoft technical certifications
• Experience managing external vendors and service providers
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.