As the Senior Manager, Global End User Services, you will lead global workplace technology operations supporting approximately 2,500 employees across 16 offices. In this high-impact leadership role, you will guide a distributed team of regional managers, leads, and specialists to deliver seamless, scalable, and modern support. By shifting our posture from reactive troubleshooting to proactive, experience-led solutions, you will shape how Moose collaborate and operate every day.
About the Role
As a Senior Manager of End User Services, your primary responsibility will be to lead global end-user support operations and define the multi-year technology roadmap for workplace productivity. Specifically, your focus will be to:
- Own end-to-end delivery of global end user service operations, including Tier 2 support, VIP and executive event services, deskside assistance, hardware lifecycle management, and collaboration tooling.
- Define and execute a multi-year EUS roadmap that champions self-service, workflow automation, and modern ITSM best practices.
- Lead and mentor a geographically distributed team of regional managers and specialists, fostering high accountability, empathy, and career growth.
- Partner cross-functionally with Workplace, Facilities, Infrastructure, and Security teams to deliver seamless real estate build-outs, office expansions, and hybrid work readiness.
- Manage the global EUS operational budget, vendor partnerships, and hardware/software contracts to drive cost efficiency while maintaining premium service quality.
- Establish and monitor actionable operational metrics, including SLAs, CSAT, MTTR, and backlog health, to proactively identify service gaps and drive continuous improvement.
- Serve as the senior escalation leader for critical operational incidents, ensuring rapid incident resolution and transparent post-incident analysis.
The skills and qualities you'll bring include
- Brings 3 years of experience managing, leading and mentoring multi-level, geographically distributed IT support teams, including managing other people managers.
- Deep technical expertise across modern endpoint management solutions (Intune, Jamf, Automox, Admin by Request), identity workflows, collaboration tools, and enterprise AV environments.
- Strong background in ITIL/ITSM framework implementation and service management platforms (ServiceNow, Freshservice, or Jira Service Management).
- Track record of managing IT infrastructure and technology readiness for commercial real estate transitions, office builds, and site launches.
- Experience managing hardware, software, and vendor operational budgets while negotiating enterprise vendor agreements.
- Track record of breaking larger operational roadmaps into measurable milestones, deploying automated workflows, and proactively iterating based on user telemetry.
- Holds self and direct reports responsible for driving clear service outcomes, establishing transparent ownership across distributed regions, and meeting team commitments.
- Champions forward-looking change across the organization, navigating ambiguity during enterprise tool migrations and business transitions with a solutions-oriented mindset.
- Makes sound, data-driven decisions during high-pressure incidents and executive escalations while incorporating diverse regional perspectives.
- Collaborates across organizational boundaries with Workplace, Security, and Engineering teams to deliver sustainable, unified technology improvements.
- Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.
We know that the best ideas and solutions come from multi-dimensional teams. That’s because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.
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