End User Technology Senior Manager
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, aligning them 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. The role leads end-user technology teams and operations, defines service strategies and delivery models, oversees service performance and continuous improvement, and manages vendors, budgets, contracts, and licensing. It also partners with technology and business leaders on technology-change readiness, training, communications, and adoption, and reports on service health, operational risks, customer experience, and strategic recommendations.
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.
- 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.
- 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.
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.
- 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.
- Career growth and continuous professional development opportunities.
- Flexibility to do impactful work and time to enjoy life outside of work.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
