Senior Manager, End User Service IT

Wave Life Sciences • Cambridge, MA

2d • $139,000 - $187,000

About The Position

The End User Services Senior Manager provides strategic leadership and enterprise accountability for End User Services at Wave Life Sciences. This role owns the full end user services portfolio across deskside services, helpdesk support, workplace technology, endpoint compliance, corporate application lifecycle coordination, vendor governance, service analytics, customer experience, and service maturity initiatives, while also defining the long-term direction of the function. The Senior Manager is responsible for ensuring daily service operations remain stable, responsive, and well-governed across all Wave locations. This includes maintaining visibility into ticket flow, queue health, escalations, support quality, workplace technology readiness, endpoint risk, user experience, and provider performance. The role must be able to step directly into operational leadership when required, while also ensuring the service is structured, measured, and improved in a way that supports long-term scalability and resilience. The role's broader enterprise scope involves defining the multi-year roadmap for End User Services, establishing enterprise standards for workplace technology and digital employee experience, anticipating future service and capacity needs, shaping service transformation priorities, and communicating service strategy, risks, and investment needs to leadership. The role also sponsors modernization efforts across automation, self-service, knowledge management, and responsible AI-enabled service capabilities to ensure End User Services evolves with the needs of the business.

Requirements

• Bachelor’s degree or equivalent professional experience.
• 10 or more years of experience in End User Services, IT Operations, Service Leadership, or a related workplace technology support function.
• Demonstrated experience leading enterprise-scale service operations or complex end user computing environments.
• Strong experience with ITSM platforms, service analytics, operational reporting, and service governance.
• Experience managing managed service providers, vendors, contractual service expectations, and performance accountability.
• Strong experience overseeing endpoint environments, patching posture, support operations, and corporate application lifecycle coordination.
• Strong executive-level written and verbal communication skills.
• Demonstrated ability to lead service transformation, operational maturity initiatives, or workplace technology modernization efforts.

Nice To Haves

• Experience in regulated environments such as biotech, pharma, healthcare, or similarly governed industries is preferred.
• Familiarity with FreshService, Microsoft Intune, Microsoft 365, and modern workplace support tooling is preferred.
• Experience evaluating or implementing automation, self-service, or AI-enabled service management capabilities is preferred.

Responsibilities

• Oversee the full operation of deskside and end user support services across all Wave locations.
• Ensure incidents and service requests are triaged, prioritized, assigned, escalated, and resolved in accordance with established service levels, workflows, and operational procedures.
• Maintain direct visibility into ticket queues, aging trends, backlogs, escalations, daily service risks, and overall support responsiveness.
• Act as the senior escalation point for high-impact, highly visible, or persistent issues affecting employee productivity, workplace technology, or service stability.
• Step into operational leadership when required to direct service recovery, restore execution discipline, and stabilize support performance.
• Ensure employees receive consistent, professional, and high-quality support experience across onsite, remote, and ticket-based support channels.
• Coordinate closely with infrastructure, networking, cybersecurity, identity, application, and workplace technology stakeholders to resolve cross-functional issues affecting end user services.
• Ensure onboarding, offboarding, device deployment, equipment refresh, meeting support, workplace technology support, and end user lifecycle activities are executed consistently and effectively.
• Own the strategic and operational relationship with vendors and managed service providers supporting End User Services.
• Ensure provider obligations defined in Statements of Work, contracts, SLAs, and performance commitments are clearly governed, measured, reviewed, and enforced.
• Lead structured vendor reviews, service evaluations, trend analysis discussions, and corrective action planning sessions.
• Drive provider accountability for service quality, triage effectiveness, first-contact resolution, documentation quality, responsiveness, escalation handling, staffing consistency, and operational follow-through.
• Escalate systemic vendor performance concerns and lead remediation planning when service quality or contractual compliance falls below expectations.
• Help shape sourcing strategy, support model evolution, and vendor-related service decisions for End User Services.
• Oversee purchase orders, vendor engagements, SOW changes, and service-related financial coordination relevant to workplace technology support and end user services operations.
• Maintain direct accountability for enterprise end user endpoint compliance, especially Windows patching posture, remediation visibility, and alignment to service expectations.
• Ensure patching SLAs are operationalized, monitored, and consistently pursued across the support model.
• Oversee visibility into endpoint risk, device compliance gaps, aging vulnerabilities, unresolved remediation issues, and service dependencies affecting end user technology health.
• Lead reporting and communication to IT leadership on endpoint posture, risk trends, and remediation performance.
• Maintain ownership of the lifecycle management model for corporate applications, including packaging, deployment coordination, update planning, version control expectations, retirement coordination, and operational support readiness.
• Ensure vulnerabilities affecting end user systems and applications are remediated through coordinated action with cybersecurity, engineering, and application stakeholders.
• Maintain a strong understanding of the operational risk exposure within the end user environment and ensure that service, compliance, and security concerns are addressed cohesively.
• Own the service quality and customer experience strategy for End User Services.
• Analyze ticket volumes, service demand patterns, repeat incidents, aging trends, support hotspots, root-cause categories, and friction points impacting employee experience.
• Establish, refine, and communicate the metrics that matter most for understanding service quality, vendor effectiveness, compliance posture, and operational maturity.
• Produce structured operational and executive-level reporting for IT leadership that clearly articulates service health, major risks, trends, opportunities, and recommended actions.
• Use service data to prioritize improvement initiatives, staffing focus areas, vendor remediation, tooling changes, documentation enhancement, and service model adjustments.
• Ensure leadership decisions about End User Services are informed by both frontline realities and measurable outcomes.
• Own the governance structure for End User Services operating procedures, support standards, workflow expectations, and service management discipline.
• Ensure SOPs, process documents, service guidelines, escalation paths, and support practices are current, practical, usable, and audit-ready.
• Define and reinforce what strong service execution looks like in support delivery, documentation quality, escalation behavior, queue hygiene, user communication, and accountability.
• Ensure processes are followed consistently across internal staff and vendor-supported services.
• Partner with IT leadership to evolve support practices in response to growth, compliance requirements, changing technology patterns, and service pain points.
• Drive a culture of measurable execution, governance discipline, and operational consistency.
• Provide mature leadership across the End User Services function by developing people, improving capability, and raising performance standards.
• Coach support personnel on service quality, operational judgment, escalation management, communication, and execution discipline.
• Strengthen the career development framework for the function by identifying capability gaps, growth paths, succession needs, and development opportunities.
• Build a culture of accountability, ownership, operational excellence, continuous learning, and practical problem solving.
• Help ensure the End User Services organization can scale in capability as Wave grows and its workplace technology environment becomes more complex.
• Promote stronger partnership between End User Services and the broader IT organization by reinforcing shared accountability and healthy collaboration.
• Define and evolve the multi-year strategy and operating roadmap for End User Services.
• Establish a clear maturity path for workplace support, service management practices, shift-left execution, self-service capabilities, documentation quality, automation, and digital employee experience.
• Anticipate future service needs tied to company growth, workplace evolution, technology changes, employee experience expectations, and regulatory considerations.
• Shape the service model so it remains scalable, governed, measurable, and aligned with business needs.
• Identify where current service practices, tools, staffing models, or vendor structures need to change to support future-state needs.
• Sponsor and lead initiatives that improve service effectiveness, operational resilience, digital support capabilities, and workplace technology experience.
• Evaluate emerging service management technologies and support innovations that can improve service efficiency, user experience, and operational maturity.
• Lead the exploration, piloting, and responsible implementation of AI-enabled service management capabilities, including areas such as automation, ticket triage support, knowledge surfacing, self-service enhancement, and service optimization.
• Ensure AI-driven or automation-enabled capabilities are implemented in a manner aligned to governance standards, security requirements, operational practicality, and measurable business outcomes.
• Continuously identify opportunities to modernize service delivery while maintaining strong governance and end user trust.

Benefits

• company-sponsored medical, dental, vision, life, long and short-term disability insurances
• generous paid time off (including a week-long company shutdown in the Summer and the Winter)
• 401K participation with matching contributions
• Employee Stock Purchase Program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree