Sr. Manager, End User Services - Cox Farms
About The Position
Cox Farms, which operates across North America, is part of the Cox Enterprises family of businesses and a pioneering leader in the Controlled Environment Agriculture (CEA) industry. Backed by Cox Enterprises’ long-standing commitment to building stronger businesses and a better world, Cox Farms is dedicated to revolutionizing food production through sustainable and innovative technology. Our cutting-edge facilities leverage advanced agronomic, production, and greenhouse systems to deliver fresh, high-quality produce to consumers year-round—minimizing environmental impact while maximizing resource efficiency. As we continue to expand and innovate, we are seeking an experienced Senior Manager, End User Services to build and lead a unified, high-quality IT support function that enables our workforce across all Cox Farms facilities. This role is equal parts operational leadership and service maturity. The Senior Manager, End User Services is responsible for developing and enhancing ITSM capabilities across Cox Farms. This role will deliver an exceptional technology experience for stakeholders across multiple North American locations. This is a highly hands-on leadership role for a customer-focused IT professional who combines strong people leadership with deep process expertise in modern workplace technologies, endpoint management, identity and access management, collaboration platforms, and site IT operations. This role serves as the technical leader and partners with subject matter experts for workplace technologies and end-user computing services. Acts as a liaison for complex technical and user-impacting issues. Owns the day-to-day support function while simultaneously building the processes, tooling, and team capability that will scale with the business. Will be a strategic partner in improving workplace technology and employee productivity and will champion a customer-first culture focused on responsiveness, communication, and service excellence.
Requirements
- Bachelor’s degree in Information Systems, Computer Science, Business, or related field; or equivalent experience
- 10+ years of IT Service Delivery experience, with at least 5 years in a supervisory or lead role
- Demonstrated experience building or significantly improving a service desk operation
- Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, or equivalent)
- Strong working knowledge of Windows endpoint environments, Microsoft 365, and basic networking for support troubleshooting
- Experience defining SLAs and service levels and holding a team accountable to them
- Strong communication skills with the ability to manage customer expectations across a distributed workforce
Nice To Haves
- Experience supporting a manufacturing, agricultural, or multi-site operational workforce where IT users have varying technical literacy
- Background building or scaling a support function in a high-growth organization
- Familiarity with Microsoft Intune or endpoint management platforms
- ITIL Foundation certification or equivalent service management training
- Experience building or scaling a knowledge base and self-service portal
- Demonstrated ability to balance strategic leadership with hands-on technical execution.
- Excellent communication, stakeholder management, troubleshooting, and customer service skills
Responsibilities
- Lead, mentor, and develop an End User Services team supporting multiple North American locations
- Define and implement ITSM processes including incident management, change management, request fulfillment, and asset management
- Manage and support Entra ID, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle processes
- Own the lifecycle management of endpoint devices and governance practices across North America
- Maintain accurate asset inventory, tracking, reporting, and operational controls
- Own the workstation engineering function including device builds, imaging, MDM/endpoint management, and hardware lifecycle
- Own the end user support experience from ticket intake through resolution, including SLA definition and measurement
- Establish and manage the ITSM platform, including configuration, workflows, and reporting
- Develop a tiered support model and escalation paths in collaboration with the other leadership peers
- Drive end user satisfaction through feedback loops, trend analysis, and continuous service improvement
- Ensure conference rooms, AV systems, Teams Rooms, and workplace technologies operate reliably
- Lead technology planning and deployment activities for office expansions, relocations, and workplace improvement initiatives
- Identify opportunities for automation, process improvement, and service optimization
- Build and maintain a self-service knowledge base to reduce recurring ticket volume
- Report on service desk metrics and performance trends to the AVP of IT Operations
Benefits
- The employer for this role is BrightFarms Inc. and is an Equal Employment Opportunity employer.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
