Senior Manager, End User and Service Desk

Kforce has a client that is seeking a Senior Manager, End User and Service Desk in Ramsey, NJ. Summary: This role is accountable for end-to-end service delivery across Service Desk and End User Computing, driving operational excellence, user satisfaction, and continuous improvement. The position will also lead endpoint modernization initiatives, implement ITIL best practices, and align IT operations with business goals to enhance overall productivity and service quality. Responsibilities:

• Own and manage the Company Service Desk, including Tier 1 support operations
• Ensure high-quality incident intake, triage, escalation, and resolution processes
• Drive SLA compliance, first-call resolution, and end-user satisfaction metrics
• Establish and optimize call handling, ticket routing, and knowledge management processes
• Lead workforce planning, scheduling, and coverage models for Service Desk operations
• Partner with End User Computing for effective escalation and issue resolution
• Execute the enterprise endpoint strategy across Windows, macOS, and mobile platforms
• Lead major initiatives such as Windows upgrades, Intune adoption, and modern management transformation
• Establish hardware standards, lifecycle policies, and device management frameworks
• Implement and uphold ITIL-based processes across Service Desk and End User Computing: Incident Management; Problem Management; Change Management Identify recurring issues, perform root cause analysis, and drive continuous improvement
• Identify recurring issues, perform root cause analysis, and drive continuous improvement
• Ensure service delivery meets defined SLAs and operational performance targets
• Oversee daily desktop support operations, including ticket and queue management
• Monitor incident and request volumes, backlog, and resolution performance
• Drive operational discipline through daily/weekly service reviews and reporting
• Bachelor's degree in Information Technology, Computer Science, or related field preferred
• 10+ years of experience in IT infrastructure, service desk, or end-user computing
• 5+ years of experience managing Service Desk and Desktop Support, EUC teams
• Proven experience leading enterprise IT support operations and large endpoint environments
• Demonstrated success improving service delivery, SLAs, and end-user experience
• Experience managing service delivery metrics, SLAs, KPIs, and customer satisfaction scores
• Vendor management and financial oversight experience
• Strong knowledge of ITIL frameworks and service management practices
• Strong communication skills with the ability to engage technical teams and executive leadership
• Endpoint Management: Microsoft Intune, Autopilot
• Operating Systems: Windows Enterprise 11, macOS
• Microsoft 365 ecosystem (Teams, OneDrive, security controls)
• ITSM tools (ServiceNow)
• Device provisioning and lifecycle management (Autopilot)

• 7+ years of experience leading combined Service Desk + End User Computing organizations
• 7+ years of experience with endpoint modernization (Intune, Windows 11, DaaS)
• Experience supporting distributed, multi-location organization
• Coordinate with 3rd Party Vendors and infrastructure teams on build and deployment standards