Head of Services - Support and Managed

Desktop and End-User Services Manager
Chicago, IL - onsite 4 days/week in the loop, work from home 1 day/week (some flexibility here, but given this role is focused on managing the support of onsite employees, there is a greater need to be onsite)

Summary
The Desktop and End-User Services Manager will manage a team of 9 direct reports, and oversee all Desktop Support and End-User Service, including Asset Management, for 1500+ professionals in our Chicago office.

You'll spend about 80% of your time managing the team and overall services, and 20% of your time providing personal support to executives.

This is a highly visible role, interfacing directly with the executive team, to ensure white glove service and an exceptional employee experience as it relates to the end user technology including but not limited to laptops, desktops and mobile devices.

You will interface with the Service Desk Manager, to coordinate escalated support to staff that is having trouble resolving technical issues over the phone, in a ServiceNow environment.

Technical support includes both software, hardware and AV support.

What you'll be doing
Direct the overall activities of user services in Chicago office including hardware and software break-fix, network and phone connection troubleshooting, new hardware deployments, preventative maintenance and repairs.
Provide leadership, direction, and coaching in planning, staffing, standardization, and process optimization.
Develop and monitor progress on User Services performance metrics and objectives. Identify and implement improvements to enhance existing metrics.
Champion continuous improvement initiatives, leveraging analytics and user feedback to optimize support workflows and enhance user satisfaction.
Implement monitoring tools and early-warning systems that flag potential device or application failures before they impact VIP users, ensuring swift preventive action.
Collaborate with Information Security to ensure adherence to security policies and industry regulations on all user-facing devices, including oversight of patching, antivirus, and encryption measures.
Own and maintain a robust knowledge base, continuously updating troubleshooting steps, FAQs, and best practices. Train staff on consistent knowledge documentation to accelerate incident resolution.
Facilitate cross-training sessions between deskside support and engineering teams, equipping frontline analysts with deeper diagnostic skills and reducing the number of escalations needed

Oversee the full lifecycle of user-facing technology, managing procurement, deployment, maintenance, and decommissioning of devices such as personal computers, printers, scanners, and mobile devices.
Contribute to the evaluation and selection of new hardware with input from IT infrastructure and applications teams, as appropriate

Gain in-depth expertise in our ITIL policies and ensure strict local adherence.
Develop and implement ongoing training programs for the desktop support team, ensuring skillsets remain current with evolving technologies and best practices.
Maintain high level of current awareness of new technologies and technology trends associated with legal applications.

Skills we're seeking

• 15+ years of total experience with IT support and/or End-User Computing Services
• 10+ years of experience supporting Microsoft Office Applications
• 7+ years of experience of IT Management experience, over the areas of Desktop Support AND End User Computing Services
• Must have experience overseeing IT Asset Management, including laptops, desktops and mobile devices
• Must have experience supporting both hardware and software in an Microsoft environment
• Experience supporting Microsoft technologies such as Teams, Sharepoint, M365, O365, Power Automate, Power Apps, etc.
• MDM experience, ideally with Blackberry Work
• ServiceNow experience
• ITIL experience

Nice to haves
Bachelor's Degree or Master's Degree in an IT related field
ITIL certifications
SCCM experience
PMP or other Project Management certifications
Other technical certifications