Senior Manager, Enterprise IT Services

Sr. Manager – Enterprise IT Services

The Sr. Manager, Enterprise IT Services is responsible for leading and developing a high-performing IT support & onboarding teams that delivers exceptional, efficient, and scalable technical support services. This role focuses on team building, fostering a positive culture, and driving operational excellence through structured workflows, best practices, and continuous improvement initiatives. The ideal candidate will be a collaborative leader who inspires their team, enhances IT service processes, and ensures end-users receive timely, high-quality technical support. This role will establish clear workflows, metrics-driven performance strategies, and a customer-focused culture that aligns with business needs.

· Build, mentor, and develop a high-performing IT Service Desk and other technical support teams with a strong focus on collaboration, availability, accountability, and service excellence

· Drive automation and self-service initiatives or adoption, improving user productivity and reducing support dependencies

· Manage and optimize ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice) to improve ticketing, tracking, and reporting

· Own the onboarding/offboarding IT support experience, ensuring seamless technology transitions for employees

· Encourage a customer-first mindset, ensuring IT support is a trusted and valued partner within the organization

· Define and enforce SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) to measure team performance and customer satisfaction

· Manage vendor relationships related to hardware, software, ITSM platforms, and outsourced support services

· Leverage ITIL best practices and IT Service Management (ITSM) frameworks to design and implement efficient, scalable, and well-documented IT support workflows to optimize service delivery

· Ensure efficient escalation management, collaborating with Cloud, Security, and Infrastructure teams to resolve complex technical issues

· Partner with HR and Facilities to streamline IT support workflows for workforce changes and new hire support

· Bachelor's degree in Computer Science, Information Technology, related field, or equivalent work experience)

· 8+ years of experience in IT support services, service desk management, or end-user services, with 5+ years in a leadership role

· Proven track record of building, leading, and mentoring high-performing IT support teams

· Strong expertise in ITSM platforms, service workflows, and IT support operations

· Exceptional communication and people leadership skills, with the ability to inspire and engage teams

· Strong understanding of customer service principles, user experience improvements, and service delivery best practices

Preferred:

· Experience with cloud-based IT support environments (Microsoft 365, Intune, JAMF, etc.) and in-house developed applications

· Familiarity with modern IT support technologies, including AI-driven service desks, automation tools, and self-service portals

· Background in healthcare, financial services, or other highly regulated industries is a plus