Manager End User Services

The Standard • Portland, OR

5d • $97,750 - $186,000 • Onsite

About The Position

Lead delivery of employee facing IT services that keep the workforce productive across a global enterprise including: Service Desk, Onsite Support, and Access Management. This role leads a blended team of employees and strategic supplier resources responsible for reliable IT services. The Manager, End User Services sets service standards, governs operational excellence of delivery partners, manages escalations, VIP support, and builds strong partnerships within IT and the business to design a positive technology experience.

Requirements

• Bachelor's degree in Information Technology, Business, Computer Science, or a related field; or an equivalent combination of education and relevant experience.
• 7+ years of progressive experience in global IT service delivery, end user support, or digital workplace services including: service desk, onsite support, access management, and IT depot.
• 5+ years establishing and governing vendor performance through service agreements, SLAs, and continuous improvement initiatives.
• 3+ years people leadership experience, including coaching, developing, and managing technical teams.
• Experience creating service strategies, roadmaps, budgets, and operational plans.
• Strong empathic communication and relationship management skills with the ability to influence stakeholders across business and technology teams.
• Availability for occasional domestic and international travel

Nice To Haves

• ITIL, identity, or security certification preferred.
• Demonstrated ability operating in a regulated industry supporting IT control frameworks preferred.

Responsibilities

• Lead and develop an internal team of service delivery professionals
• Govern delivery partner accountability, performance, and service transformation
• Develop customer-centric service roadmaps, forecasts, and lifecycle planning
• Oversee daily operations across service portfolio, escalation resolution, and root cause analysis
• Ensure access control compliance in partnership with internal and external audit
• Build influential partnerships with business leaders, VIP, technical teams, and vendors

Benefits

• medical, dental, vision
• 401(k) plan with matching company contributions
• An annual incentive bonus plan
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually
• Paid parental leave and adoption/surrogacy assistance
• An employee giving program that double matches your donations to eligible nonprofits and schools

What This Job Offers

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