Sr. End-User Services Manager

Benesch Law•Cleveland, OH

1d•Hybrid

About The Position

Benesch is seeking a Sr. End-User Services Manager to provide strategic and operational leadership for the Firm's service desk, end-user technology support, and audiovisual services across all Benesch offices. This highly visible role contributes to and executes service-delivery strategy, operating model, technology roadmap, and vendor investment priorities to deliver responsive, secure, consistent, and business-focused support to attorneys and professional staff. The Senior End-User Services Manager leads a geographically dispersed team, drives enterprise-wide service transformation and continual improvement, and serves as a trusted advisor to Firm leadership, business stakeholders, IT teams, and external service providers. This role is expected to exemplify Benesch Core Values through building trust, respect, effective communication, strong relationship building, collaborative problem-solving, and responsiveness to client and business needs. The Senior End-User Services Manager consistently demonstrates accountability and commitment to exceeding service expectations in support of the Firm's goal of providing the finest legal experience for all clients.

Requirements

Associate's degree in information technology, computer science, business, or a related field, or an equivalent combination of education and experience.
At least eight years of progressive IT leadership experience overseeing service desk, end-user support, audiovisual services, or related technology operations, including managing employees across multiple locations.
Experience supporting Microsoft 365 environments and participating in Microsoft licensing, vendor management, contract renewals, or technology cost optimization is required.
Experience managing an IT service management platform and applying ITIL-aligned practices across service delivery, reporting, documentation, incident response, vendors, and technology assets is required.
Strong leadership, communication, organization, stakeholder management, and judgment are essential.

Nice To Haves

Bachelor's degree is preferred.
Experience in a regulated or high-touch professional services environment.
ITIL certification.
Involvement in office projects, technology refreshes, or service-improvement initiatives are preferred.

Responsibilities

Manages, coaches, and develops the service desk, end-user support, and audiovisual personnel, including setting goals and expectations, providing feedback, addressing performance concerns, and completing recurring annual performance reviews.
Maintains effective staffing, scheduling, escalation, and after-hours coverage models, including the development of expanded or continuous support capabilities based on business needs.
Leads the daily operation and continual improvement of service desk and end-user support services across all Firm offices.
Serves as the operational owner of the Firm's IT service management platform, including configuration, workflows, routing, automation, access, dashboards, reporting, and overall effectiveness.
Applies IT service management principles and ITIL-aligned practices to incident, service request, escalation, problem, knowledge, change, and service-level management.
Establishes and monitors service-level agreements, service-level objectives, key performance indicators, service trends, workloads, and user-experience measures; provides meaningful reporting to IT leadership and business stakeholders.
Maintains an effective knowledge base, standard operating procedures, escalation guides, and other operational documentation.
Leads the Firm's audiovisual services, including direct management of audiovisual personnel, conference-room and event support, technology standards, lifecycle planning, service quality, and vendor relationships.
Oversees end-user and audiovisual technology asset activities, including planning, procurement, inventory, deployment, refresh, recovery, and secure disposition.
Provides operational oversight of Microsoft 365 licensing and end-user technology vendors, evaluating licensing needs, managing renewals and agreements, and monitoring vendor performance.
Provides functional leadership during significant incidents, outages, and service disruptions; contributes to major incident, crisis management, and change-management activities; and ensures readiness for technology deployments and office projects.
Collaborates with IT management, Information Security, Finance, office leadership, attorneys, business stakeholders, and vendors to improve service delivery, maintain appropriate controls, and support Firm initiatives across all office locations.