End User Technology Senior Manager

Cherry Bekaert • Raleigh, NC

3d

About The Position

Cherry Bekaert’s Technology team is seeking an End User Technology Senior Manager to provide strategic and operational leadership for the firm’s end-user technology and service delivery function. The role sets the service vision and multiyear roadmap for U.S. white-glove support, onsite event support, ITSM governance, endpoint deployment, and related end-user services, ensuring alignment with business priorities, risk requirements, and financial objectives. The Senior Manager is accountable for service performance, workforce and vendor strategy, cross-functional governance, and a consistent, high-touch technology experience across U.S. offices and global support partnerships.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• 10+ years of progressively responsible experience in IT service management, end-user technology, service desk operations, or enterprise technology service delivery.
• 5+ years of people leadership experience with responsibility for managers and professional teams.
• Strategic leadership experience in end-user technology, ITSM, service delivery, and operational governance.
• Proven ability to lead managers and teams through workforce planning, coaching, performance management, and organizational development.
• Strong experience with ITIL/ITSM processes, incident management, service optimization, and governance.
• Experience with ITSM platforms, SLA/KPI management, reporting, automation, and continuous improvement initiatives.
• Strong financial, vendor, contract, and resource management skills.
• Deep knowledge of service desk, desktop support, executive support, endpoint management, and digital workplace technologies.
• Executive-level communication, stakeholder management, and presentation skills.
• Strong analytical, decision-making, negotiation, and change leadership capabilities.
• Ability to lead cross-functional initiatives, service transformations, and business-critical operations.
• Proven ability to build partnerships across technology, business, and vendor organizations while driving customer-focused outcomes.
• Must demonstrate eligibility to work in the United States; Cherry Bekaert will not provide work sponsorship for this position.

Responsibilities

• Provide strategic leadership for end-user technology, including team development, workforce planning, and performance management.
• Define and execute end-user support strategy, service delivery models, and technology roadmaps aligned with business objectives.
• Oversee ITSM governance, white-glove support, endpoint services, and onsite event support operations.
• Lead service performance, SLA/KPI management, escalation governance, and continuous improvement initiatives.
• Drive service transformation through analytics, automation, process optimization, and customer feedback.
• Manage vendor relationships, contracts, budgets, licensing, and service performance.
• Partner with technology and business leaders to support readiness, training, communications, and adoption of technology changes.
• Report on service health, operational risks, customer experience, and strategic recommendations to leadership.
• Foster a culture of service excellence, accountability, operational discipline, and customer focus.

Benefits

• Competitive compensation and a total rewards package focused on wellbeing.
• Annual bonus.
• Medical, dental, and vision care.
• Disability and life insurance.
• Generous Paid Time Off.
• Retirement plans.
• Paid Care Leave.
• Other programs dedicated to enhancing personal and work life and providing financial protection.
• Opportunities for career growth and continuous professional development.
• A collaborative environment and opportunities to connect and learn from professionals from different backgrounds and cultures.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior