Senior Manager, Enterprise IT Services
OverviewSr. Manager – Enterprise IT Services The Sr. Manager, Enterprise IT Services is responsible for leading and developing a high-performing IT support & onboarding teams that delivers exceptional, efficient, and scalable technical support services. This role focuses on team building, fostering a positive culture, and driving operational excellence through structured workflows, best practices, and continuous improvement initiatives. The ideal candidate will be a collaborative leader who inspires their team, enhances IT service processes, and ensures end-users receive timely, high-quality technical support. This role will establish clear workflows, metrics-driven performance strategies, and a customer-focused culture that aligns with business needs.ResponsibilitiesBuild, mentor, and develop a high-performing IT Service Desk and other technical support teams with a strong focus on collaboration, availability, accountability, and service excellence
Drive automation and self-service initiatives or adoption, improving user productivity and reducing support dependencies
Manage and optimize ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice) to improve ticketing, tracking, and reporting
Own the onboarding/offboarding IT support experience, ensuring seamless technology transitions for employees
Encourage a customer-first mindset, ensuring IT support is a trusted and valued partner within the organization
Define and enforce SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) to measure team performance and customer satisfaction
Manage vendor relationships related to hardware, software, ITSM platforms, and outsourced support services
Leverage ITIL best practices and IT Service Management (ITSM) frameworks to design and implement efficient, scalable, and well-documented IT support workflows to optimize service delivery
Ensure efficient escalation management, collaborating with Cloud, Security, and Infrastructure teams to resolve complex technical issues
Partner with HR and Facilities to streamline IT support workflows for workforce changes and new hire support
QualificationsBachelor's degree in Computer Science, Information Technology, related field, or equivalent work experience)
8+ years of experience in IT support services, service desk management, or end-user services, with 5+ years in a leadership role
Proven track record of building, leading, and mentoring high-performing IT support teams
Strong expertise in ITSM platforms, service workflows, and IT support operations
Exceptional communication and people leadership skills, with the ability to inspire and engage teams
Strong understanding of customer service principles, user experience improvements, and service delivery best practices
Preferred:Experience with cloud-based IT support environments (Microsoft 365, Intune, JAMF, etc.) and in-house developed applications
Familiarity with modern IT support technologies, including AI-driven service desks, automation tools, and self-service portals
Background in healthcare, financial services, or other highly regulated industries is a plus
Pay RangeUSD $160,000.00 - USD $170,000.00 /Yr.Originally posted on Himalayas
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Drive automation and self-service initiatives or adoption, improving user productivity and reducing support dependencies
Manage and optimize ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice) to improve ticketing, tracking, and reporting
Own the onboarding/offboarding IT support experience, ensuring seamless technology transitions for employees
Encourage a customer-first mindset, ensuring IT support is a trusted and valued partner within the organization
Define and enforce SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) to measure team performance and customer satisfaction
Manage vendor relationships related to hardware, software, ITSM platforms, and outsourced support services
Leverage ITIL best practices and IT Service Management (ITSM) frameworks to design and implement efficient, scalable, and well-documented IT support workflows to optimize service delivery
Ensure efficient escalation management, collaborating with Cloud, Security, and Infrastructure teams to resolve complex technical issues
Partner with HR and Facilities to streamline IT support workflows for workforce changes and new hire support
QualificationsBachelor's degree in Computer Science, Information Technology, related field, or equivalent work experience)
8+ years of experience in IT support services, service desk management, or end-user services, with 5+ years in a leadership role
Proven track record of building, leading, and mentoring high-performing IT support teams
Strong expertise in ITSM platforms, service workflows, and IT support operations
Exceptional communication and people leadership skills, with the ability to inspire and engage teams
Strong understanding of customer service principles, user experience improvements, and service delivery best practices
Preferred:Experience with cloud-based IT support environments (Microsoft 365, Intune, JAMF, etc.) and in-house developed applications
Familiarity with modern IT support technologies, including AI-driven service desks, automation tools, and self-service portals
Background in healthcare, financial services, or other highly regulated industries is a plus
Pay RangeUSD $160,000.00 - USD $170,000.00 /Yr.Originally posted on Himalayas
Apply Now