Full Job Description
Benesch is proud to announce the opening for a Sr. End-User Services Manager in our Cleveland office! This position is hybrid and has work from home flexibility.
Position Summary:
Are you an experienced End-User Services Manager who is looking for that next challenge to help mold a department and bring it to that next level of service? Do you thrive on a challenge and the opportunity to work with an established team? Are you looking to be the leader of a growing department and manage multiple locations? Then our Sr. End-User Services Manager position might be your next career move. This role is for the seasoned manager who is excited about helping establish new focuses and directions, help cultivate talent, be the face of support to our stakeholders and create a winning department that provides exemplary services to Benesch.
The Senior End-User Services Manager provides strategic and operational leadership for the Firm's service desk, end-user technology support, and audiovisual services across all Benesch offices. This highly visible role contributes to and executes service-delivery strategy, operating model, technology roadmap and vendor investment priorities o deliver responsive, secure, consistent, and business-focused support to attorneys and professional staff. The Senior End-User Services Manager leads a geographically dispersed team, drives enterprise-wide service transformation and continual improvement, and serves as a trusted advisor to Firm leadership, business stakeholders, IT teams, and external service providers.
This role is expected to exemplify Benesch Core Values through building trust, respect, effective communication, strong relationship building, collaborative problem-solving, and responsiveness to client and business needs. The Senior End-User Services Manager consistently demonstrates accountability and commitment to exceeding service expectations in support of the Firm's goal of providing the finest legal experience for all clients.
Essential Functions:
People Leadership and Service Delivery
1. Manages, coaches, and develops the service desk, end-user support, and audiovisual personnel, including setting goals and expectations, providing feedback, addressing performance concerns, and completing recurring annual performance reviews.
2. Maintains effective staffing, scheduling, escalation, and after-hours coverage models, including the development of expanded or continuous support capabilities based on business needs.
3. Leads the daily operation and continual improvement of service desk and end-user support services across all Firm offices.
IT Service Management and Performance
4. Serves as the operational owner of the Firm's IT service management platform, including configuration, workflows, routing, automation, access, dashboards, reporting, and overall effectiveness.
5. Applies IT service management principles and ITIL-aligned practices to incident, service request, escalation, problem, knowledge, change, and service-level management.
6. Establishes and monitors service-level agreements, service-level objectives, key performance indicators, service trends, workloads, and user-experience measures; provides meaningful reporting to IT leadership and business stakeholders.
7. Maintains an effective knowledge base, standard operating procedures, escalation guides, and other operational documentation.
Audiovisual Services and Technology Assets
8. Leads the Firm's audiovisual services, including direct management of audiovisual personnel, conference-room and event support, technology standards, lifecycle planning, service quality, and vendor relationships.
9. Oversees end-user and audiovisual technology asset activities, including planning, procurement, inventory, deployment, refresh, recovery, and secure disposition.
10. Provides operational oversight of Microsoft 365 licensing and end-user technology vendors, evaluating licensing needs, managing renewals and agreements, and monitoring vendor performance.
Incident Response and Stakeholder Collaboration
11. Provides functional leadership during significant incidents, outages, and service disruptions; contributes to major incident, crisis management, and change-management activities; and ensures readiness for technology deployments and office projects.
12. Collaborates with IT management, Information Security, Finance, office leadership, attorneys, business stakeholders, and vendors to improve service delivery, maintain appropriate controls, and support Firm initiatives across all office locations.
Qualifications:
The Senior End-User Services Manager must have an associate's degree in information technology, computer science, business, or a related field, or an equivalent combination of education and experience; a bachelor's degree is preferred. Candidates must have at least eight years of progressive IT leadership experience overseeing service desk, end-user support, audiovisual services, or related technology operations, including managing employees across multiple locations. Experience supporting Microsoft 365 environments and participating in Microsoft licensing, vendor management, contract renewals, or technology cost optimization is required. Experience managing an IT service management platform and applying ITIL-aligned practices across service delivery, reporting, documentation, incident response, vendors, and technology assets is required. Strong leadership, communication, organization, stakeholder management, and judgment are essential. Experience in a regulated or high-touch professional services environment, ITIL certification, and involvement in office projects, technology refreshes, or service-improvement initiatives are preferred. This role requires 10%-15% travel, with additional travel based on business and project needs.
The salary range for this position is $150K to $182K.
Please note that quoted salary ranges are based on Benesch's reasonable expectations at the time of the job posting and are not a guarantee of what final salary offers may be. Base pay is based on market location and may vary depending on job-related knowledge, skills, and experience. Base pay is only one part of the Total Rewards that Benesch provides to compensate and recognize our staff professionals for their work. Full-time positions are eligible for a discretionary bonus and a comprehensive benefits package.
