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The Senior Manager, End-User Computing Services is responsible for leading and overseeing the enterprise-wide support of end-user computing environments. This role manages a team of desktop support technicians and service desk professionals to deliver exceptional technical support, ensure timely resolution of issues, and maintain high levels of customer satisfaction. The Senior Manager plays a key role in setting service strategies, developing policies and procedures, implementing support technologies, and ensuring a secure, stable, and scalable desktop infrastructure.
Please note that this is a full-time on-site position based in our Rockefeller Center office in New York City.

Qualifications:Required:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of IT support experience, with at least 3 years in a leadership or management role.
• Demonstrated experience managing geographically dispersed or hybrid teams.
• Strong knowledge of Windows and macOS environments, Microsoft 365, Active Directory, SCCM/Intune, and ticketing systems (e.g., ServiceNow, Jira).
• Experience with endpoint security solutions and compliance policies.
• Proven track record of delivering exceptional end-user support and driving process improvement

• Lead, mentor, and manage a team of desktop support staff across multiple locations or remote environments.
• Define and implement desktop support strategies, SLAs, and best practices that align with the organization’s goals.
• Oversee incident, service request, and problem management processes to ensure efficient and effective resolution of user issues.
• Serve as the escalation point for complex technical problems, providing guidance and direction to team members.
• Develop and enforce standards for hardware, software, and peripherals to ensure compatibility, security, and efficiency.
• Manage software deployment, desktop imaging, patching, and asset management processes.
• Collaborate with Information Security and Infrastructure teams to ensure adherence to IT security policies, including endpoint protection and data loss prevention.
• Evaluate and recommend tools, systems, and services that enhance the desktop support experience (e.g., remote support tools, monitoring solutions, ticketing systems).
• Track key performance metrics (KPIs) and use data to drive service improvements and resource allocation.
• Oversee IT onboarding/offboarding processes to ensure smooth and secure transitions for employees.
• Develop and manage desktop support budget, including forecasting hardware/software needs and support staffing.
• Drive continuous improvement efforts, including user satisfaction surveys, root cause analysis, and training initiatives.

Qualifications:Required:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of IT support experience, with at least 3 years in a leadership or management role.
• Demonstrated experience managing geographically dispersed or hybrid teams.
• Strong knowledge of Windows and macOS environments, Microsoft 365, Active Directory, SCCM/Intune, and ticketing systems (e.g., ServiceNow, Jira).
• Experience with endpoint security solutions and compliance policies.
• Proven track record of delivering exceptional end-user support and driving process improvement.