Regional End User Services & Support Lead

ServiceNow•Orlando, FL

1d•Hybrid

About The Position

The Role: The Regional End User Services & Support Lead is the technical and operational backbone of end-user technology delivery across a defined geographic region. You are the senior practitioner your team turns to for complex escalations, your manager relies on for operational intelligence, and your business partners trust for consistent, high-quality service delivery. You combine deep technical expertise in endpoint management, field support, and enterprise collaboration tools with the organizational maturity to coordinate a distributed team, manage escalations, and continuously improve service quality. You are not a people manager by title, but you lead by doing — setting the technical standard, mentoring junior staff, and owning regional delivery outcomes.

Requirements

5+ years of hands-on end-user support experience in enterprise environments, with at least 2 years in a senior or lead capacity
Expert proficiency in Windows 10/11 and macOS endpoint management, troubleshooting, and configuration
Strong hands-on experience with MDM/UEM platforms: Microsoft Intune and/or JAMF Pro — policy management, compliance enforcement, application deployment
Solid understanding of enterprise networking fundamentals: DNS, DHCP, VPN (Zscaler ZIA/ZPA preferred), Wi-Fi, and proxy infrastructure as it affects end-user devices
Experience with Microsoft 365 stack: Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD), and Conditional Access
Familiarity with ITSM platforms (ServiceNow preferred) — ticket management, knowledge articles, and reporting
Experience supporting executive-level users and high-visibility incidents with demonstrated composure and precision
Demonstrated ability to coordinate a distributed team across multiple sites without direct management authority
Experience owning regional or team-level SLA performance and driving measurable improvement in MTTR and first-call resolution
Strong documentation skills: runbooks, SOPs, knowledge base articles, and training guides
Analytical mindset — able to interpret ticket data, identify trends, and translate insights into action
Proven mentorship capability with clear examples of elevating team technical skills
Strong written and verbal communication skills with the ability to translate technical information for non-technical audiences
Natural customer-facing presence — professional, empathetic, and responsive under pressure
Experience engaging with director-level and above business stakeholders as an IT service representative

Nice To Haves

Microsoft certifications: MD-102 (Endpoint Administrator), MS-700 (Teams), SC-300 (Identity & Access)
ITIL Foundation certification or equivalent service management framework experience
Experience with endpoint security tools: CrowdStrike, Defender for Endpoint, or equivalent
Familiarity with automation tooling: PowerShell scripting, Power Automate, or endpoint automation platforms (Tanium preferred)
Experience in high-growth or post-M&A environments requiring rapid scale of EUS operations
Exposure to AIOps or AI-assisted IT support platforms (e.g., Moveworks)

Responsibilities

Serve as the senior escalation point for all complex endpoint, connectivity, hardware, and application issues that exceed Tier 1/2 capabilities
Lead technical root cause analysis for recurring or high-impact incidents, driving permanent remediation rather than workarounds
Maintain expert-level proficiency across the enterprise endpoint stack: Windows/macOS, Intune/JAMF, SCCM, Zscaler, and endpoint security tools
Act as regional subject matter expert for endpoint hardening, patch compliance, and device lifecycle management
Own the technical quality bar for regional deployments — hardware rollouts, OS upgrades, application packaging, and new hire provisioning
Evaluate and pilot new endpoint technologies, tools, and processes before regional or global rollout
Coordinate day-to-day field operations across multiple sites, ensuring technician coverage, ticket queue balance, and SLA adherence
Own regional incident and service request queues — monitor aging tickets, redistribute load, and intervene on stalled or at-risk items
Serve as operational liaison between field technicians and central IT operations, ensuring consistent execution of global policies and processes
Manage regional asset inventory, spare pool, and hardware logistics — coordinating with procurement, depot, and facilities teams
Maintain accurate and current documentation: regional runbooks, site-specific configurations, escalation paths, and known-issue libraries
Track and report weekly on regional KPIs: first-call resolution, mean time to resolve, SLA adherence, and customer satisfaction scores
Provide day-to-day technical mentorship to junior and mid-level field technicians, elevating team capability across the region
Conduct technical peer reviews of escalated tickets to identify coaching opportunities and knowledge gaps
Lead or co-facilitate regional team stand-ups, knowledge-sharing sessions, and post-incident reviews
Develop and maintain onboarding guides and technical training materials for new team members
Identify high-potential technicians and flag development opportunities to the Regional Manager
Model professionalism, urgency, and customer empathy in every interaction — setting the cultural tone for the regional team
Build trusted relationships with key on-site business stakeholders — office managers, executive assistants, department heads — as the face of regional IT support
Proactively communicate service disruptions, planned maintenance, and technology changes to affected user populations
Conduct periodic service reviews with local business partners to understand experience feedback and surface unmet needs
Partner with Work place services, Facilities, and HR on site-level technology events: new office opens, relocations, M&A onboarding waves
Champion end-user experience outcomes — not just ticket closure — as the defining measure of regional success
Identify and lead continuous improvement initiatives across the region: automation opportunities, process gaps, and tooling enhancements
Build and maintain a living regional knowledge base with step-by-step resolution guides, FAQs, and self-service content
Contribute to global knowledge management efforts by publishing validated solutions and participating in cross-regional knowledge reviews
Champion shift-left strategies by identifying high-volume issues suitable for self-service deflection or Tier 1 resolution
Implement and monitor feedback loops (post-ticket surveys, NPS) to ensure service quality data drives improvement action