Sr Manager, End User Services & Workplace Technology

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Date:
Aug 27, 2026

Location(s):
Winnersh, GB, RG41 5TS

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Location
:
Winnersh
Department
: IT

The Senior Manager, End User Services & Workplace Technology is a senior IT leader responsible for the strategy, service delivery, operational stability, and continuous improvement of end user support and workplace technology services across the enterprise. This role has direct accountability for the global service desk and leads global support capabilities for deskside support, endpoint engineering, device lifecycle management, collaboration platforms, meeting room technology, executive support, and digital workplace services that enable associates to work productively, securely, and efficiently across office, plant, remote, and hybrid environments.

The role is expected to establish strong support standards, responsive service models, measurable performance expectations, and disciplined operational controls that reduce user disruption, improve service quality, mitigate risk, and optimize the employee technology experience. The Senior Manager also drives service modernization through AI-enabled automation, workflow orchestration, self-service, and infrastructure as code practices that improve consistency, scalability, speed, and cost efficiency across end user and workplace technology services.

The Senior Manager partners closely with Infrastructure, Cybersecurity, Enterprise Applications, HR, Facilities, Procurement, and business leaders to ensure workplace services are resilient, secure, scalable, cost-effective, and aligned to current and future business requirements.

End user services leadership and critical support coverage

• Lead globally distributed end user services and workplace technology organization with direct accountability for global service desk and oversight of deskside support, endpoint engineering, collaboration support, meeting room technology, executive support, and field support coverage.
• Define and maintain global service desk and support coverage models, escalation paths, major incident participation, on-call expectations, regional support alignment, and service ownership to ensure dependable support for business-critical user services across time zones.
• Set clear standards for responsiveness, service quality, communication, and user experience across office, plant, remote, and hybrid work environments.

Workplace technology, endpoint, and collaboration service management

• Oversee operational performance and support lifecycle for laptops, desktops, mobile devices, peripherals, software deployment, collaboration tools, conference room technology, and associated workplace platforms.
• Drive standardization of device builds, endpoint configuration, provisioning, asset lifecycle, patch compliance, software packaging, refresh planning, and support processes to improve reliability, supportability, and user productivity.
• Partner with infrastructure, network, cybersecurity, and application teams to ensure end user services remain integrated, secure, supportable, and aligned with operational requirements, including adoption of infrastructure as code to improve repeatability and speed.

Service operations, risk mitigation, and control discipline

• Lead operational governance for incident, request, problem, change, asset, and knowledge management processes supporting stable, controlled end user service delivery.
• Mitigate operational and security risk through disciplined endpoint compliance, access coordination, patch and vulnerability remediation, software currency, vendor governance, documented runbooks, and recovery procedures.
• Provide leadership during escalations and major incidents affecting user productivity, driving timely resolution, root cause analysis, and corrective actions to prevent recurrence.

Performance optimization, metrics, and continuous improvement

• Establish measurable performance standards for service levels, response and resolution times, ticket quality, endpoint compliance, user satisfaction, executive support quality, and workplace…