Director, End User Services

End User Services Manager

Americas Enterprise Technology is in the middle of a deliberate shift — from an IT organization that responds to problems to one that anticipates and prevents them. Using real-time device monitoring, analytics, and a growing AI and automation capability, the team is redefining what end user support looks like inside a modern enterprise. This role leads that effort.

The End User Services Manager owns the full EUS function within Technology Operations — reactive support, proactive problem identification and remediation, and multi-site coordination across the US and Canada. You will manage a team of IT professionals, collaborate closely with our outsourced service desk partner, and partner with internal teams including Global End User Compute and Security to drive the operational standards that make every employee's technology experience consistent and reliable.

This is a hands-on leadership role — we are looking for someone who leads by example, works alongside the team, and sets the standard through their own actions.

This is a leadership role for someone who is equally comfortable in the details and in the strategy. You know how to run a service desk and you know how to improve one. You bring structure to ambiguity, unite vendors and internal teams around a shared standard of service, and are genuinely excited about where AI and automation are taking IT operations.

Leadership & Team Management

• Lead and mentor a team of IT professionals supporting reactive service delivery, proactive problem identification and remediation, and multi-site coordination — setting clear expectations and fostering a culture of ownership and continuous improvement.
• Collaborate with our outsourced service desk partner — working closely together across L1, L2, and escalation resources to deliver a seamless, high-quality end user experience.
• Develop and maintain operational documentation, SLAs, and KPIs — treating them as inputs to understanding service quality, not as the definition of it.
• Build a team culture defined by ownership, a proactive get-it-done mindset, continuous improvement, and a genuine commitment to the employee experience.

Reactive Support Operations

• Oversee incident resolution workflows across L1, L2, and escalation tiers — ensuring that SLA adherence reflects, not replaces, a genuine commitment to service quality.
• Use data — ticket quality, resolution times, satisfaction scores, and trends — as a lens for understanding the true health of the service, not just whether numbers are green.
• Manage cross-team escalations and complex troubleshooting with urgency and clear communication.
• Serve as the escalation point for major incidents, ensuring prompt resolution and appropriate stakeholder communication.
• Own request fulfillment and change management process adherence across the team — ensuring every request is handled correctly and every change follows the right process.
• Ensure executives and VIPs receive prioritized, high-quality support — not through dedicated staffing, but through a team that understands who needs to be served first and delivers accordingly without being asked.

Proactive Problem Identification & Digital Employee Experience (DEX)

• Champion proactive IT initiatives — using real-time monitoring and analytics to identify and remediate issues before they reach the employee.
• Drive continuous improvement across device experience metrics, reducing reactive support volume over time.
• Implement tools and processes that shift the team's posture from break/fix to prevention.

Multi-Site Support Coordination

• Ensure consistent, high-quality service delivery across all US and Canada locations.
• Coordinate on-site support, walk-in Tech Bar operations, and location-specific initiatives…