Senior Manager, IT Services

Responsibilities

• 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

Knowledge Areas

Technical support areas:

• Operating systems: macOS and Windows environments
• Identity: Okta, Active Directory
• Service Desk Tools: Atlassian Jira Service Desk, Confluence
• Collaboration & Productivity: Microsoft Office 365, Zoom, Slack, RingCentral
• Endpoint & SaaS Support: Device provisioning, SaaS administration, and troubleshooting across a modern workplace stack

Qualifications

• 8+ years of experience in IT support or End User Services, with 3+ years in a leadership role
• Strong working knowledge of ITIL / ITSM frameworks and service delivery best practices
• Proven ability to lead teams, manage performance, and drive operational improvements
• Strong communication, stakeholder management, and decision-making skills
• Experience managing escalations and making decisions with urgency in high-pressure environments
• Bachelor’s degree in a technical field or equivalent practical experience
• Experience in financial services or other regulated industries strongly preferred
• Physical requirements: operate a computer for 8 hours per day; give and receive detailed information through verbal and written communication

Compensation For residents of San Francisco, CA the annual salary range for this role is $165,000 - $175,000 + annual bonus. Final offers may vary from the amount listed based on geography, candidate experience and expertise, bonus, and other factors.