Manager, End User Services

LendingClub•Lehi, UT

4d•$117,000 - $180,000•Hybrid

About The Position

The Manager, End User Services will lead a high-performing team responsible for delivering reliable, customer-focused IT support across the organization. In this role, you’ll oversee both Helpdesk and Desktop Support functions, ensuring consistent, efficient service for all end-user technology needs. You’ll combine hands-on technical knowledge with strong operational leadership to drive service excellence, continuous improvement, and alignment with business priorities.

Requirements

5+ years of experience in IT, service desk, or desktop support environments
Demonstrated experience leading service desk and desktop support operations
Experience managing third-party or offshore support services
Strong hands-on knowledge of Microsoft 365, Windows and macOS environments, and collaboration tools such as Teams and Zoom
Experience with modern endpoint management tools (e.g., Intune, JAMF, SCCM)
Familiarity with Citrix VDI and Windows Active Directory environments
Solid understanding of networking fundamentals (DNS, DHCP, HTTP, SSL, TCP/IP)
Experience with identity and access management, device imaging, software deployment, and remote support tools
Strong communication, organizational, and interpersonal skills
Ability to work flexible schedules, including nights and weekends, and participate in a 24/7 on-call rotation
Ability to collaborate effectively in hybrid work environments
Ability to travel 10–15% annually
Bachelor’s degree in a related field; or equivalent work experience

Nice To Haves

2+ years of people management or supervisory experience
Experience supporting hybrid or distributed workforces at scale
Industry certifications such as CompTIA, PMP, or similar

Responsibilities

Lead and develop Helpdesk and Desktop Support teams, fostering accountability and service excellence
Oversee 24x7 end-user support operations across U.S. locations, including participation in on-call rotation
Ensure service levels are met and maintain high customer satisfaction
Manage IT service desk operations, including ticketing systems, escalations, reporting, and root cause analysis
Partner with Technology and Business teams to support onboarding/offboarding, device lifecycle management, and user access
Maintain procedures, standards, and controls aligned with technology policies and compliance requirements
Ensure reliability of user access management and workstation security controls
Identify and implement process improvements to reduce incidents and improve service delivery
Develop and monitor KPIs to track performance, user satisfaction, and operational effectiveness
Support enterprise technology initiatives such as hardware and software upgrades, office moves, and system rollouts
Maintain vendor relationships supporting hardware, software, and warranty services
Stay current on industry trends and technologies impacting end-user experience