Sr. Manager, End User Services - Cox Farms

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Atlanta, GA, US

Salary Range: $ To $ Annually

About Cox Farms

Cox Farms, which operates across North America, is part of the Cox Enterprises family of businesses and a pioneering leader in the Controlled Environment Agriculture (CEA) industry. Backed by Cox Enterprises’ long-standing commitment to building stronger businesses and a better world, Cox Farms is dedicated to revolutionizing food production through sustainable and innovative technology. Our cutting-edge facilities leverage advanced agronomic, production, and greenhouse systems to deliver fresh, high-quality produce to consumers year-round—minimizing environmental impact while maximizing resource efficiency.

As we continue to expand and innovate, we are seeking an experienced Senior Manager, End User Services to build and lead a unified, high-quality IT support function that enables our workforce across all Cox Farms facilities.

Position Overview

This role is equal parts operational leadership and service maturity. The Senior Manager, End User Services is responsible for developing and enhancing ITSM capabilities across Cox Farms. This role will deliver an exceptional technology experience for stakeholders across multiple North American locations. This is a highly hands‑on leadership role for a customer‑focused IT professional who combines strong people leadership with deep process expertise in modern workplace technologies, endpoint management, identity and access management, collaboration platforms, and site IT operations.

This role serves as the technical leader and partners with subject matter experts for workplace technologies and end‑user computing services. Acts as a liaison for complex technical and user‑impacting issues. Owns the day‑to‑day support function while simultaneously building the processes, tooling, and team capability that will scale with the business. Will be a strategic partner in improving workplace technology and employee productivity and will champion a customer‑first culture focused on responsiveness, communication, and service excellence.

Key Responsibilities

• Lead, mentor, and develop an End User Services team supporting multiple North American locations
• Define and implement ITSM processes including incident management, change management, request fulfillment, and asset management
• Manage and support Entra , Single Sign‑On (SSO), Multi‑Factor Authentication (MFA), and user lifecycle processes
• Own the lifecycle management of endpoint devices and governance practices across North America
• Maintain accurate asset inventory, tracking, reporting, and operational controls
• Own the workstation engineering function including device builds, imaging, MDM/endpoint management, and hardware lifecycle
• Own the end user support experience from ticket intake through resolution, including SLA definition and measurement
• Establish and manage the ITSM platform, including configuration, workflows, and reporting
• Develop a tiered support model and escalation paths in collaboration with the other leadership peers
• Drive end user satisfaction through feedback loops, trend analysis, and continuous service improvement
• Ensure conference rooms, AV systems, Teams Rooms, and workplace technologies operate reliably
• Lead technology planning and deployment activities for office expansions, relocations, and workplace improvement initiatives
• Identify opportunities for automation, process improvement, and service optimization
• Build and maintain a self‑service knowledge base to reduce recurring ticket volume
• Report on service desk metrics and performance…