Manager, End User Services

Structure Therapeutics•South San Francisco, CA

About The Position

The Manager, End User Services is responsible for leading the global IT Service Desk and End User Computing (EUC) function, delivering exceptional technology support and workplace services across the organization. This role oversees service desk operations, endpoint management, Apple and Microsoft ecosystems, support team performance, and vendor relationships while driving continuous improvement, automation, and operational excellence. The ideal candidate is a hands-on technical leader with deep expertise in Apple and Microsoft technologies, including macOS, iOS, JAMF Pro, Microsoft 365, and Entra ID. This individual will be responsible for building scalable support processes, developing operational documentation and knowledge management practices, standardizing onboarding and offboarding experiences, and implementing automation solutions that improve service delivery, security, and employee productivity.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
5+ years of progressive IT support, End User Services, or Service Desk experience.
2+ years of leadership experience managing IT support teams.
Demonstrated experience administering enterprise Apple environments using JAMF Pro or equivalent MDM platform.
Experience supporting global organizations and distributed workforces.
Proven experience creating operational documentation, support processes, onboarding programs, and automation solutions.
Deep expertise supporting and managing macOS and iOS environments in an enterprise setting.
Strong hands-on experience with JAMF Pro, Apple Business Manager, device enrollment, configuration profiles, compliance policies, and software deployment.
Strong Microsoft ecosystem knowledge, including Microsoft 365, Entra ID (Azure AD), Exchange Online, Teams, SharePoint Online, and OneDrive.
Experience with workflow automation, scripting, and process improvement initiatives using PowerShell, Bash, Power Automate, JAMF workflows, or similar tools.
Working knowledge of Windows 11 endpoint support and management.
Familiarity with endpoint security, SSO, MFA, identity management, networking fundamentals, and modern device management practices.
Experience supporting AV systems, conference room technologies, laptops, mobile devices, and printers.
Experience using IT service management and ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, or similar.
Strong customer service orientation and executive support capabilities
Excellent communication, collaboration, and stakeholder management skills
Strong analytical, troubleshooting, and problem-solving abilities
Ability to manage multiple priorities in a fast-paced, high-growth environment
Passion for process improvement, automation, and operational excellence
Strong documentation and knowledge management discipline

Nice To Haves

JAMF Certified Associate, Technician, or Administrator
Apple Certified Support Professional (ACSP)
ITIL Foundation Certification
Microsoft 365 Certifications
CompTIA A+, Network+, or Security+

Responsibilities

Lead and manage the global IT Service Desk function, ensuring timely resolution of incidents and service requests in accordance with established SLAs.
Mentor, coach, and develop Helpdesk personnel while fostering a customer-focused, high-performance culture.
Monitor service metrics, customer satisfaction, ticket trends, and operational performance to drive continuous improvement.
Serve as the escalation point for complex technical issues and coordinate resolution with internal teams and external partners.
Establish and maintain service standards, support processes, and operational procedures.
Oversee the deployment, administration, and lifecycle management of macOS, iOS, and Windows devices.
Administer JAMF Pro for device enrollment, software deployment, patch management, compliance enforcement, and endpoint configuration.
Manage Apple Business Manager (ABM), automated device enrollment, configuration profiles, and device compliance policies.
Ensure endpoint security standards are enforced, including encryption, certificate management, endpoint protection, and compliance controls.
Support mobile device lifecycle management, including provisioning, troubleshooting, upgrades, and retirement.
Manage user and device identities within Microsoft Entra ID (Azure AD), Microsoft 365, Exchange Online, SharePoint Online, Teams, and OneDrive.
Oversee onboarding and offboarding processes, ensuring efficient provisioning and deprovisioning of user accounts, devices, and system access.
Support collaboration platforms, conference room technologies, Zoom, Microsoft Teams, and workplace productivity tools.
Partner with Infrastructure, Security, and Business Systems teams to deliver seamless end-user services.
Develop and maintain IT support documentation, standard operating procedures (SOPs), knowledge base articles, and support runbooks.
Build and standardize onboarding and offboarding workflows that enhance employee experience and operational efficiency.
Identify opportunities to automate repetitive IT processes using JAMF, Microsoft 365, Power Automate, scripting, and other automation technologies.
Drive adoption of self-service capabilities and knowledge management practices to improve support effectiveness and reduce ticket volume.
Establish scalable endpoint standards, device lifecycle processes, and service delivery frameworks that support company growth.
Manage relationships with MSPs, hardware vendors, software providers, and support partners.
Oversee hardware procurement, inventory management, asset tracking, and technology refresh programs.
Promote and enforce Information Security policies, standards, and best practices across the organization.
Support endpoint compliance initiatives, audits, vulnerability remediation, and business continuity requirements.