[Hiring] Manager End User Services @The Standard

Role Description

Lead delivery of employee facing IT services that keep the workforce productive across a global enterprise including: Service Desk, Onsite Support, and Access Management. This role leads a blended team of employees and strategic supplier resources responsible for reliable IT services. The Manager, End User Services sets service standards, governs operational excellence of delivery partners, manages escalations, VIP support, and builds strong partnerships within IT and the business to design a positive technology experience.

Key Responsibilities

• 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 service portfolio, escalation resolution, and root cause analysis
• Ensure access control compliance in partnership with internal and external audit
• Build influential partnerships with business leaders, VIP, technical teams, and vendors

Qualifications

• 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 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 with the ability to influence stakeholders across business and technology teams.
• Availability for occasional domestic and international travel
• ITIL, identity, or security certification preferred.
• Demonstrated ability operating in a regulated industry supporting IT control frameworks preferred.

Key Behaviors of a Successful Candidate

• Developing People: Builds inclusive, high-performing teams through coaching, feedback, and career development.
• Winning Together: Fosters strong partnerships across teams, vendors, and business stakeholders to achieve shared outcomes.
• Driving Success: Takes accountability for service performance, customer experience, and delivering measurable business value.
• Strategic Visioning: Translates business and technology priorities into long-term service roadmaps and operational improvements.
• Adaptability: Sees possibilities in changing circumstances, accepts and understands change, and adjusts quickly to changing priorities while maintaining focus on business objectives.

Benefits

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
• An annual incentive bonus plan
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
• A supportive, responsive management approach and opportunities for career growth and advancement
• Paid parental leave and adoption/surrogacy assistance
• An employee giving program that double matches your donations to eligible nonprofits and schools

Salary Range

$97,750.00 - $186,000.00