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Job Description
A Moving Experience.
Management
Lead, mentor,coachand develop the End-user Services team;evolvethe operating model (intake, prioritization, escalations, vendor coordination) and ensure consistent execution.
Own service performance and continuous improvement using KPIs/SLA/CSAT, problem management, and knowledge/runbook standards.
Manage budget and licensing for end-user services (devices, tooling, MSPs).
Own KPI and SLA reporting, including the development of executive-ready dashboards.
Participates in training, audits, system readiness testing andassiststhe organization inmaintainingits compliance requirements
Support
Oversee day-to-day end-user support across global offices and remote users.
Manage the service desk partner (MSP) and workflows (e.g., Jira Service Management), including escalations, reporting, and quality controls.