End User Services Tower Lead

Avery Dennison

4d•Remote

About The Position

This is a full time remote role! We are looking for a strategically-minded leader to own the End User Services (EUS) Tower. This is not a "maintenance" role. You will be the architect of our modern work environment, responsible for leading an outsourced delivery team to new operational highs while aggressively researching and implementing the next generation of AI-driven workforce technology as well as AI-enabled endpoints. You must be comfortable with ambiguity, thrive in a rapidly evolving ecosystem, and possess the technical depth to challenge vendors while keeping the "user-first" experience at the heart of every decision.

Requirements

Deep, hands-on experience with WinOS and macOS in an enterprise environment.
Proven track record of evaluating or deploying VDI/DaaS (Azure Virtual Desktop, Windows 365, etc.) and understanding the trade-offs vs. physical hardware.
Expert knowledge of UEM/MDM frameworks and automated deployment (Autopilot, Apple Business Manager).
Minimum 3+ years of experience managing large-scale outsourced IT contracts and global MSPs.
Bachelor’s degree in CS, IT, or equivalent experience.
Proven experience with large-scale OPEX/CAPEX budget planning, forecasting, and vendor contract negotiation.
Proficiency in AIOps or IT Service Management (ITSM) platforms for data-driven decision-making and continuous service improvement.
Experience with Nexthink or similar Digital Employee Experience (DEX) monitoring tools to proactively identify and resolve endpoint performance issues.
You see where the industry is going (AI-assisted support, zero-trust hardware) and can build a business case to get us there.
You have "internal grit." You don't let projects stall at the 90% mark; you push through until they are operationalized and stable.
You can talk "kernel panics" with engineers and "ROI/Productivity" with the CFO in the same afternoon.
You don't need a 100-page manual. You are a self-starter that sees a problem, finds the stakeholders, and creates the path forward.
You drive real change. You don't just roll out tools; you own user adoption and training to ensure every new tech investment actually pays off in productivity.
You possess exceptional executive-level communication skills, capable of bridging the gap between deep technical teams and business/finance stakeholders to drive unified organizational alignment.

Nice To Haves

Certifications like ITIL v4, PMP, or advanced Microsoft/Apple certifications are a plus.

Responsibilities

Define and execute the 3-year strategy for the Digital Workplace, moving beyond traditional hardware to lean, agile solutions like DaaS (Desktop as a Service), VAD (Virtual Application Delivery), and Cloud-native endpoints.
Identify and operationalize cost-saving opportunities through the shift to thin clients, Chromebooks, and automated lifecycle management without sacrificing performance.
Partner with Enterprise Security to ensure 100% compliance across all endpoints. You don’t just "patch"—you own patch velocity and the proactive reduction of the attack surface.
Lead and hold accountable our Managed Service Provider (MSP). You will drive them to exceed standard SLAs, focusing instead on XLAs (Experience Level Agreements) and operational highs in field tickets and resolution quality.
Establish, track, and adhere to aggressive project schedules for all modernization and deployment initiatives, ensuring delivery against committed timelines.
Oversee global patch management, image engineering (WinOS & MacOS), software deployment and hardware standards. Timely security compliance is an absolute must.
Collaborate intimately with Local IT to facilitate their success and operational effectiveness.
Track and report on sustainability initiatives within the EUS Tower, focusing on reducing the carbon footprint of hardware lifecycles and optimizing energy consumption across the digital workplace.
Own the relationship and technical roadmap for our UEM (Unified Endpoint Management) and/or AEM (Automated/Application Endpoint Management) platforms.
Manage relationships with PC and peripheral vendors, ensuring resilient supply chains and hardware standards that reflect the needs of a hybrid workforce.