End User Support Services Manager

East West Bank•El Monte, CA

About The Position

East West Bank is seeking an experienced technology leader to manage the governance, service delivery, and operational leadership of employee-facing technology support services across a globally distributed workforce. The role leads the IT Help Desk/Call Center, Desktop Services, Executive/VIP Support, and IT Procurement functions for back-office and branch locations, ensuring consistent, efficient, customer-focused, and compliant services. The manager establishes service offerings and service-level agreements, develops performance indicators, and makes service performance transparent, measurable, and aligned with business objectives. The position oversees support operations, workforce management, end-user support, service management, provisioning, asset management, and service governance, and works with IT Service Management teams to represent support services effectively in the ITSM platform.

Requirements

Bachelor’s degree in information technology, Business Administration, Computer Science, or a related discipline.
At least 10 years of progressive IT support leadership experience.
At least 5 years managing enterprise IT Call Center, Service Desk, Help Desk, Desktop Services, or End User Support organizations.
Experience in banking, financial services, credit union, mortgage, brokerage, or another regulated financial industry is required.
Hands-on experience managing technology call center operations, workforce management, and service delivery functions.
Experience leading managers and supervisors in a geographically distributed support organization.
Experience defining service catalogs, support offerings, operating procedures, and support models.
Experience establishing and managing SLAs, OLAs, KPIs, and service governance programs.
Strong understanding of ITIL and IT Service Management principles.
Experience presenting operational performance, service metrics, and improvement initiatives to senior leadership.
Legal authorization to work in the United States; visa sponsorship is not offered.

Nice To Haves

ITIL Foundation, ITIL Managing Professional, HDI Support Center Manager, or Service Desk Institute certification.
Experience with Jira Service Management, ServiceNow, or comparable ITSM platforms.
Experience supporting organizations with 5,000 or more employees.
Experience leading Executive Support or VIP Support programs.
Working knowledge of Microsoft 365, Windows and Apple endpoint environments, Intune and endpoint management solutions, device lifecycle management, technology procurement processes, and contact center operations and workforce management.
Experience building service portfolios and formal service-level management programs.
Strong understanding of end-user technology services within highly regulated environments.

Responsibilities

Lead and develop a high-performing End User Support Services organization delivering support nationwide.
Set strategic direction, operational objectives, and service delivery standards for end-user support functions.
Coach and manage managers and supervisors responsible for Help Desk, Desktop Services, Executive Support, Provisioning, and Procurement teams.
Develop organizational capabilities, succession plans, staffing strategies, and career development programs.
Foster a customer-centric culture emphasizing accountability, responsiveness, professionalism, and service excellence.
Oversee IT Call Center and Help Desk operations, including call intake and triage, incident and service request fulfillment, user communications, knowledge management, and escalation management.
Establish workforce management practices, staffing, scheduling, call center procedures, quality standards, escalation models, and performance expectations.
Improve first-contact resolution, service quality, customer satisfaction, and operational efficiency; ensure support operations meet service commitments.
Oversee enterprise desktop support, endpoint provisioning and deployment, field services, and support across offices, operations centers, and branches.
Establish standards for executive and VIP support and ensure responsive support for senior leadership and critical business functions.
Establish formally documented service offerings, support models, service ownership, service boundaries, request fulfillment processes, and user expectations.
Partner with IT Service Management teams to represent support services in the ITSM platform.
Establish and maintain SLAs, OLAs, service commitments, and KPI reporting; ensure reporting is transparent, accurate, and actionable.
Review service performance with senior leadership and business stakeholders.
Oversee technology purchasing, inventory governance, asset lifecycle management, vendor coordination, hardware refresh programs, and inventory management.