Senior IT Services Manager

• We are seeking an experienced Senior Manager, IT Services to lead a high‑performing End User Services team delivering exceptional customer service and technical support to our workforce in a 100% SaaS environment
• This role is responsible for overseeing service desk operations across a hybrid environment, ensuring reliable, secure, and scalable workplace technology solutions that drive employee productivity and business success
• This role plays a critical part in ensuring that employees have a seamless, secure, and productive technology experience
• By combining operational excellence with strategic leadership, the Senior Manager, IT Helpdesk Support will directly influence business efficiency, employee satisfaction, and the company’s ability to scale in a regulated financial environment
• Lead, mentor, and develop a distributed End User Services / Helpdesk team supporting multiple U.S. locations
• Foster a culture of accountability, customer service excellence, technical expertise, and continuous improvement
• Oversee day‑to‑day Helpdesk operations, ensuring timely resolution of incidents, requests, and escalations while driving improvements in service delivery, workforce satisfaction, and operational effectiveness
• Define, implement, and monitor service metrics, KPIs, and SLAs to ensure high‑quality service delivery
• Partner with IT infrastructure, security, and business application teams to resolve complex, cross‑functional issues
• Manage licensing strategy, usage forecasting, contract negotiation, and vendor performance reviews

• Health and wellness:
  Medical, dental, and vision are available to all employees.
• Smart savings: 401k plan, life insurance, HSA and FSA, and pre‑tax mass transit and parking benefits.
• Ownership:
  Equity is offered to all qualifying employees.
• Life balance:
  New parent leave and generous time off.
• We grow with you :
  We encourage and support your growth through education, training, and mentorship.
• Relationship building:
  Team lunches, employee interest groups, and company celebrations.
• Community and culture:
  Employee‑led resource groups, volunteering, and community service.
• Rewards and recognition:
  Continuous recognition of our employees’ milestones, wins, and hard work.
• Food and snacks:
  Healthy snacks, drinks, and weekly lunches when in the office.

The ideal candidate brings strong experience with ITIL‑based service management practices, hands‑on familiarity with Jira Service Management (or similar platforms), and a proven ability to use data to continuously improve service delivery, optimize resources, and enhance the employee experience. Knowledge in technical support areas to include:
Collaboration & Productivity:
Office Suite:
Microsoft Office 365, Zoom, Slack, Ring Central;
Identity:
Okta, Active Directory;
Service Desk Tools:
Atlassian Jira Service Desk, Confluence;
Operating systems: macOS and Windows environments;
Endpoint & SaaS Support:
Device provisioning, SaaS administration, and troubleshooting across a modern workplace stack.

Physical requirements:

operate a computer for 8 hours per day; give and receive detailed information through verbal and written communication. Strong working knowledge of ITIL / ITSM frameworks and service delivery best practices. Strong communication, stakeholder management, and decision‑making skills. Bachelor’s degree in a technical field or equivalent practical experience. 8+ years of experience in IT support or End User Services, with 3+ years in a leadership role.

Experience managing escalations and making decisions with urgency in high‑pressure environments. Proven ability to lead teams, manage performance, and drive operational improvements. Experience in financial services or other regulated industries strongly preferred.