Manager, End User Services

The Standard

. Lead delivery of employee-facing IT services across a global enterprise, including Service Desk, Onsite Support, and Access Management .

Posted 9/24/2026full-timeRemote • Oregon • United StatesSeniorLead💰 $97,750 - $186,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global IT service delivery, managing service desk operations, and developing customer-centric service strategies. Proven ability to build partnerships, govern vendor performance, and ensure compliance within regulated environments.

Highest-signal resume keywords

Global IT Service DeliveryService Desk ManagementVendor Performance GovernancePeople LeadershipITIL Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service DeskOnsite SupportAccess ManagementService AgreementsSLA ManagementOperational PlanningRoot Cause AnalysisService RoadmapsBudget ManagementIT Control Frameworks

Soft Skills

Empathic CommunicationRelationship ManagementStakeholder InfluenceCoachingTeam Development

Certifications & Qualifications

ITIL CertificationIdentity CertificationSecurity Certification

Industry Keywords

Regulated IndustryService TransformationOperational ExcellenceEscalation ResolutionTechnology Experience

About the role

Key responsibilities & impact

Lead delivery of employee-facing IT services across a global enterprise, including Service Desk, Onsite Support, and Access Management
Lead and develop an internal team of service delivery professionals
Govern delivery partner accountability, performance, and service transformation
Develop customer-centric service roadmaps, forecasts, and lifecycle planning
Oversee daily operations across the service portfolio
Manage escalation resolution and root cause analysis
Ensure access control compliance in partnership with internal and external audit
Build influential partnerships with business leaders, VIPs, technical teams, and vendors
Set service standards and govern operational excellence of delivery partners
Manage escalations and VIP support
Build strong partnerships within IT and the business to design a positive technology experience

Requirements

What you’ll need

Bachelor's degree in Information Technology, Business, Computer Science, or a related field; or an equivalent combination of education and relevant experience
7+ years of progressive experience in global IT service delivery, end user support, or digital workplace services, including service desk, onsite support, access management, and IT depot
5+ years establishing and governing vendor performance through service agreements, SLAs, and continuous improvement initiatives
3+ years of people leadership experience, including coaching, developing, and managing technical teams
Experience creating service strategies, roadmaps, budgets, and operational plans
Strong empathic communication and relationship management skills
Ability to influence stakeholders across business and technology teams
Availability for occasional domestic and international travel
ITIL, identity, or security certification preferred
Experience operating in a regulated industry supporting IT control frameworks preferred
Must pass criminal background investigation and employment, education, and licensing verification
Must be bondable

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) plan with matching company contributions
Annual incentive bonus plan
Paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually
PTO increases with tenure
Career growth and advancement opportunities
Paid parental leave
Adoption/surrogacy assistance
Employee giving program that double matches donations to eligible nonprofits and schools
Supportive, responsive management approach