Sr. End-User Services Manager

At Benesch we pride ourselves on exceeding expectations and building trust not only with our clients but with our employees
- Benesch's #1 asset. Committed to providing not only the highest level of legal service to our clients, Benesch also aspires to create a positive work environment for our employees. Our Firm continues to earn placement on Chicago and Cleveland's Top Workplaces list, along with Cleveland's North Coast 99 Top Workplaces rankings. We also continue to advance on the AmLaw 150 list, placing us among the top 150 law firms in the country.

Benesch is proud to be recognized for being a Firm that attracts and retains top talent - making Benesch a great place to work. We offer a hybrid schedule, career development and growth, transparent and visible leadership teams, and a place where diversity, equity and inclusion is celebrated. In addition, the Firm offers a full array of benefits which can be viewed at

We are one of the fastest growing firms in the nation, and have offices in Chicago, Cleveland, Columbus, Miami, New York City, San Francisco, and Wilmington. We continue to expand our geographic footprint and value the talent that comprises each of our locations. If you are someone who champions a First in Service approach and are ready to be part of an exciting and growing Firm, we would invite you to apply to join our team.

Benesch is proud to announce the opening for a Sr. End-User Services Manager in our Chicago
office! This position is hybrid and has work from home flexibility.

• 1. Manages, coaches, and develops the service desk, end-user support, and audiovisual personnel, including setting goals and expectations, providing feedback, addressing performance concerns, and completing recurring annual performance reviews.
• 2. Maintains effective staffing, scheduling, escalation, and after-hours coverage models, including the development of expanded or continuous support capabilities based on business needs.
• 3. Leads the daily operation and continual improvement of service desk and end-user support services across all Firm offices.

• 4. Serves as the operational owner of the Firm's IT service management platform, including configuration, workflows, routing, automation, access, dashboards, reporting, and overall effectiveness.
• 5. Applies IT service management principles and ITIL-aligned practices to incident, service request, escalation, problem, knowledge, change, and service-level management.
• 6. Establishes and monitors service-level agreements, service-level objectives, key performance indicators, service trends, workloads, and user-experience measures; provides meaningful reporting to IT leadership and business stakeholders.
• 7. Maintains an effective knowledge base, standard operating procedures, escalation guides, and other operational documentation.

• 8. Leads the Firm's audiovisual services, including direct management of audiovisual personnel, conference-room and event support, technology standards, lifecycle planning, service quality, and vendor relationships.
• 9. Oversees end-user and audiovisual technology asset activities, including planning, procurement, inventory, deployment, refresh, recovery, and secure disposition.
• 10. Provides operational oversight of Microsoft 365 licensing and end-user technology vendors, evaluating licensing needs, managing renewals and agreements, and monitoring vendor performance.

• 11. Provides functional leadership during significant incidents, outages, and service disruptions; contributes to major incident, crisis management, and change-management activities; and ensures readiness for technology deployments and office projects.
• 12. Collaborates with IT management, Information Security, Finance, office leadership, attorneys, business stakeholders, and vendors to improve service delivery, maintain appropriate controls, and support Firm initiatives across all office locations.

The Senior End-User Services Manager must have an associate's degree in information technology, computer science, business, or a related field, or an equivalent combination of education and experience; a bachelor's degree is preferred. Candidates must have at least eight years of progressive IT leadership experience overseeing service desk, end-user support, audiovisual…