Sr. Manager, IT Service Management & End User Experience

Renuity•Charlotte, NC

About The Position

The Sr. Manager, IT Service Management & End User Experience is responsible for the strategy, governance, and continuous improvement of enterprise IT Service Management (ITSM) and End User Experience (EUX) capabilities. This role oversees all aspects of end user support services, driving the transformation from reactive service desk operations to a proactive, data-driven, and automation-enabled service delivery model. The role reports to the Chief Information Security Officer (CISO) and is accountable for designing and operating ITIL v4-aligned processes across the full-service lifecycle, ensuring resilient, secure, scalable, and high-quality services that support business operations and align with enterprise risk and security requirements. This individual acts as a strategic partner to Information Security, Infrastructure, and business leadership to deliver exceptional digital employee experiences.

Requirements

Bachelor’s degree in information systems, computer science, or related field
10–12+ years of IT experience
5+ years leading service desk or end user services organizations
Experience driving ITSM transformation or process maturity initiatives
Strong experience with enterprise ITSM platforms (e.g., ServiceNow, Freshservice, BMC Helix, Jira Service Management)
Deep expertise in ITIL-aligned processes including incident, problem, change, and request management
Strong knowledge of Microsoft 365 and enterprise IT platforms, with ability to adopt and optimize new technologies supporting service delivery.
Experience with endpoint management, device lifecycle management, and identity/access management workflows
Strong analytical, operational, and leadership skills
Excellent communication skills with ability to translate technical concepts for business stakeholders
Strong knowledge of Microsoft 365, Entra ID, mobile device management including Microsoft Intune and Jamf, and the ability to learn and effectively use software applications in the performance of job duties.

Nice To Haves

ITIL 4 Managing Professional or ITIL Strategic Leader (required/preferred)
HDI Support Center Director (or equivalent)
Security-related certification (preferred for alignment with enterprise security model)
Lean / Six Sigma – process improvement

Responsibilities

Own and govern core ITIL processes, including Incident and Major Incident Management, Problem Management (root cause analysis and elimination), Change Enablement (risk-based change governance and CAB leadership), Request Fulfillment (service catalog and automation-first design), Knowledge Management (self-service and shift-left strategy), and Configuration & Asset Management (CMDB governance and service mapping).
Define and mature ITSM processes aligned to ITIL v4 frameworks and organizational priorities.
Establish process KPIs, governance models, and continuous improvement cycles.
Lead enterprise end user services strategy (L1–L3 support, field services, endpoint experience).
Implement and manage Experience Level Agreements (XLAs) in addition to SLAs.
Drive Digital Employee Experience (DEX) monitoring and service quality improvements.
Define endpoint standards including performance, compliance, software deployment, patching, security posture, and usability.
Ensure effective delivery of incident and request management to minimize business impact.
Oversee escalation management and major incident response coordination.
Optimize service desk operations for efficiency, consistency, and customer satisfaction.
Establish and maintain SLAs, OLAs, and service performance targets.
Lead automation strategy for ITSM workflows, including AI-driven virtual agents and self-service.
Drive ticket deflection, workflow automation, and proactive issue resolution.
Integrate ITSM platforms with enterprise systems (e.g., identity, endpoint, and security tools).
Partner with Information Security to embed security incident handling within service desk processes, support identity lifecycle management and access governance, and ensure alignment with enterprise security policies and standards.
Support audit readiness and compliance initiatives (e.g., SOC 2, PCI, NIST/CIS frameworks where applicable).
Manage service desk platforms, endpoint tools, and third-party service providers.
Drive vendor performance, contract optimization, and cost efficiency.
Evaluate emerging technologies to improve service delivery capabilities.
Develop executive dashboards and reporting for service performance and trends.
Track and improve KPIs such as Mean Time to Restore (MTTR), First Contact Resolution (FCR), ticket deflection rates, automation coverage, and customer satisfaction and experience metrics.
Lead continuous improvement initiatives to reduce incident volume and improve service quality.
Lead and develop multi-tier support teams and managers.
Establish a high-performance, customer-focused service culture.
Partner across IT and business units to align service delivery with operational needs.
Drive training and knowledge-sharing initiatives to enhance end user self-service.