The Role: We are seeking an experienced
Senior Manager, IT Services to lead a high-performing End User Services team delivering exceptional customer service and technical support to our workforce in a 100% SaaS environment. This role is responsible for overseeing service desk operations across a hybrid environment, ensuring reliable, secure, and scalable workplace technology solutions that drive employee productivity and business success.
The ideal candidate brings strong experience with ITIL-based service management practices, hands-on familiarity with Jira Service Management (or similar platforms), and a proven ability to use data to continuously improve service delivery, optimize resources, and enhance the employee experience.
This role plays a critical part in ensuring that employees have a seamless, secure, and productive technology experience. By combining operational excellence with strategic leadership, the Senior Manager, IT Helpdesk Support will directly influence business efficiency, employee satisfaction, and the company's ability to scale in a regulated financial environment.
Location: This role requires 2-3 days a week in office or able to work onsite as needed at our San Francisco office. Periodic domestic travel may be required.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 in technical support areas to include:- Operating systems: macOS and Windows environments
- Identity: Okta, Active Directory
- Service Desk Tools: Atlassian Jira Service Desk, Confluence
- Collaboration & Productivity: Office Suite: 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
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 
