Senior Manager End User Services

Overview

Location: Leesburg, VA

Company: VB Spine

Looking for a career where your work truly matters? At VB Spine, you’ll be part of a mission-focused team that supports surgeons during life-changing spinal procedures. We’re looking for driven individuals ready to learn quickly, adapt under pressure, and grow in a dynamic, fast-paced environment.

As a Senior Manager, End User Services, you will lead global delivery and continuous improvement of VB Spine’s end user technology experience — encompassing IT Help Desk services, end user devices (laptops, mobile devices, tablets), and on-site support operations. This role is responsible for ensuring a secure, reliable, and responsive support environment that enables every employee to work efficiently and productively, regardless of location.

Reporting to the Director of Infrastructure, this individual will oversee the global IT Service Desk (Level 1 and Level 2 support), manage on-site walk-up IT centers at VB Spine’s key facilities, and ensure seamless end user device lifecycle management. The Senior Manager will partner closely with the global IT organization, Cybersecurity, and Business Applications teams to deliver a consistent and modern digital workplace experience aligned with the company’s strategic goals.

The Senior Manager will oversee a hybrid delivery model consisting of both internal VB Spine IT staff and outsourced service partners ("managed services") responsible for global Help Desk coverage. This individual will ensure seamless coordination across all teams to deliver consistent, high-quality support 24/7.

What You’ll Do

• Lead the global IT Help Desk organization, including both in-house and outsourced resources, ensuring high-quality, 24/7 end user support across all regions, languages, and functions.
• Serve as the primary interface with external Managed Service Providers (MSPs) responsible for Level 1 and Level 2 support, establishing clear SLAs, KPIs, and governance mechanisms.
• Conduct regular business reviews with partners and internal teams to assess service performance, customer satisfaction, and opportunities for improvement.
• Manage staffing plans and coverage models across time zones to ensure consistent support for all global users.
• Implement proactive monitoring and escalation processes to reduce downtime and improve response time across both delivery models.

• Own the global lifecycle management of all end user devices (procurement, deployment, configuration, maintenance, and retirement).
• Standardize device configurations, imaging, and security baselines across Windows, macOS, iOS, and Android platforms.
• Partner with Cybersecurity to ensure compliance with endpoint protection, MDM (Intune/ABM), and encryption policies.
• Manage vendor relationships for hardware procurement, warranty, and lease programs.
• Oversee the design and implementation of a robust global device refresh program.

• Lead the on-site IT support presence at VB Spine’s Global Headquarters (Leesburg, VA), Manufacturing Facility (Cestas, France), and any other locations that are deemed critical.
• Ensure consistent walk-up and “white glove” executive support services for critical users and events.
• Coordinate with regional infrastructure leads to deliver on-the-ground support across all other international offices.

• Develop a multi-year roadmap for end user experience modernization, including digital workplace initiatives and user-centric metrics.
• Identify and implement opportunities for automation, AI chatbots, and predictive analytics in support operations.
• Foster a customer-first culture across the End User Services team, ensuring responsiveness, empathy, and excellence in every interaction.
• Manage a global team of analysts, technicians, and service partners, including mentoring, coaching, and career development.
• Drive collaboration across IT Infrastructure, Cybersecurity, and Business Applications to deliver an integrated support ecosystem.
• Build and maintain strong partnerships with third-party service providers while fostering integration and collaboration with internal VB Spine IT teams…