Senior Manager, End User Services – North America

Position Summary

The Senior Manager, End User Services – North America is responsible for delivering an exceptional technology experience for employees 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 technical expertise in modern workplace technologies, endpoint management, identity and access management, collaboration platforms, and site IT operations.

This individual will serve as the primary technology leader for end‑user computing and workplace services across North America, ensuring reliable, secure, and scalable solutions that enable employee productivity and business success. The ideal candidate thrives in fast‑paced environments, leads through action and technical expertise, and is equally comfortable mentoring team members, supporting executive leadership, troubleshooting complex technical issues, administering enterprise platforms, or ensuring flawless execution of business‑critical events.

This role requires approximately 50% people leadership and 50% hands‑on technical engagement.

• Lead, mentor, and develop a distributed End User Services team supporting multiple North American locations.
• Foster a culture of accountability, customer service, technical excellence, and continuous improvement.
• Act as the escalation point for complex technical and user‑impacting issues.
• Drive improvements in service delivery, user satisfaction, and operational effectiveness.
• Establish and monitor service metrics, SLAs, and team performance objectives.
• Ensure consistent, high‑quality support experiences across all supported sites.
• Partner closely with other regional IT teams and service desk organizations to deliver seamless support services.

• Serve as the technical leader and subject matter expert for workplace technologies and end‑user computing services.
• Maintain hands‑on involvement in the administration, support, and optimization of:
  • Microsoft 365 (Exchange Online, SharePoint Online, One Drive, Teams)
  • Microsoft Entra  Active Directory
  • Microsoft Intune, Ninja One, and endpoint management platforms
  • Okta and Identity & Access Management (IAM) solutions
  • Zoom, Zoom Rooms, Teams Rooms, and collaboration technologies
  • Box and enterprise file‑sharing platforms
  • Windows and macOS endpoint environments
  • Endpoint security, compliance, patch management, and software deployment solutions
• Lead troubleshooting and root‑cause analysis of complex technical issues.
• Drive automation, standardization, and operational efficiency through scripting and modern management tools.
• Serve as the highest escalation point for critical end‑user, endpoint, identity, and collaboration technology issues.

• Own the lifecycle management of endpoint devices across North America.
• Manage device provisioning, deployment, software distribution, patching, compliance, and refresh programs.
• Optimize Microsoft Intune and Ninja One platforms for endpoint monitoring, management, and support.
• Maintain accurate asset inventory, tracking, reporting, and operational controls.
• Ensure employees have reliable, secure, and productive technology tools throughout their employment lifecycle.

• Own operational management of identity and access services.
• Manage and support Active Directory, Entra , Okta, Single Sign‑On (SSO), Multi‑Factor Authentication (MFA), and user lifecycle processes.
• Ensure secure onboarding, offboarding, role changes, and access governance practices.

• Lead day‑to‑day IT operations supporting North American office locations.
• Ensure conference rooms, AV systems, Zoom Rooms, Teams Rooms, and workplace technologies operate reliably.
• Support executive meetings, board meetings, town halls, earnings calls, customer presentations, and other business‑critical events.
• Lead technology planning and deployment activities for office expansions, relocations, and workplace improvement initiatives.

• Ensure white‑glove technology support for executive…