Sr. Manager, End User Computing & Service Desk

The Sr. Mgr, End User Computing & Service Desk will lead and manage enterprise endpoint operations and the Service Desk, ensuring reliable, secure, and efficient IT support services for all end users. This role is accountable for end-to-end service delivery across Service Desk and End User Computing, driving operational excellence, user satisfaction, and continuous improvement. The position will also lead endpoint modernization initiatives, implement ITIL best practices, and align IT operations with business goals to enhance overall productivity and service quality.

• Own and manage the KMBS US Service Desk, including Tier 1 support operations
• Ensure high-quality incident intake, triage, escalation, and resolution processes
• Drive SLA compliance, first-call resolution, and end-user satisfaction metrics
• Establish and optimize call handling, ticket routing, and knowledge management processes
• Lead workforce planning, scheduling, and coverage models for Service Desk operations
• Partner with End User Computing for effective escalation and issue resolution

• Execute the enterprise endpoint strategy across Windows, macOS, and mobile platforms
• Lead major initiatives such as Windows upgrades, Intune adoption, and modern management transformation
• Establish hardware standards, lifecycle policies, and device management frameworks

• Implement and uphold ITIL-based processes across Service Desk and End User Computing:
• Incident Management
• Problem Management
• Change Management
• Identify recurring issues, perform root cause analysis, and drive continuous improvement
• Ensure service delivery meets defined SLAs and operational performance targets

• Oversee daily desktop support operations, including ticket and queue management
• Monitor incident and request volumes, backlog, and resolution performance
• Drive operational discipline through daily/weekly service reviews and reporting
• Ensure service continuity and rapid response to business‑critical issues

• Lead, mentor, and develop Service Desk and End User Computing teams
• Manage workload distribution, escalation handling, and performance accountability
• Oversee staffing models, including after-hours support and on-call rotations
• Foster a high-performance, customer-focused support culture

• Oversee end-to-end device lifecycle management: procurement, configuration, deployment, refresh, and retirement
• Lead enterprise-wide device deployments and upgrades across multiple business units
• Coordinate with 3rd Party Vendors and infrastructure teams on build and deployment standards

• Implement and enforce endpoint security controls and compliance standards
• Partner with security and compliance teams to support regulatory initiatives
• Ensure patching, encryption, and device protection policies are consistently applied

• Manage vendor relationships for hardware, services, and staffing
• Review invoices, track spend, and support budgeting and forecasting activities
• Optimize costs and support financial accountability across End User Computing and Service Desk operations

• Collaborate with infrastructure, security, and application teams to deliver integrated solutions
• Act as an escalation point for enterprise end-user issues
• Support enterprise initiatives such as M365, endpoint security, and workplace modernization

• Understanding financial planning
• Procurement and resource allocation
• Strong analytical skills to assess risks, conduct audits, and identify areas for improvement

• Leadership – Provide leadership and direction to a highly technical team and ensure compliance with regulatory requirements
• Collaboration – Work closely with internal stakeholders, including IT, Finance, and external auditors, to ensure compliance
• Adaptability – Stay current with changes in laws and regulations that may impact IT compliance and adapt policies and procedures accordingly

• Endpoint Management:
  Microsoft Intune,…