End User Services Tower Lead

This is a remote role!

We are looking for a strategically-minded leader to own the End User Services (EUS) Tower. This is not a maintenance role. You will be the architect of our modern work environment responsible for leading an outsourced delivery team to new operational highs while aggressively researching and implementing the next generation of AI-driven workforce technology as well as AI-enabled endpoints.

You must be comfortable with ambiguity thrive in a rapidly evolving ecosystem and possess the technical depth to challenge vendors while keeping the user-first experience at the heart of every decision.

Core Responsibilities

1. Strategic Vision & Modernization

• Roadmap Ownership: Define and execute the 3-year strategy for the Digital Workplace moving beyond traditional hardware to lean agile solutions like DaaS (Desktop as a Service) VAD (Virtual Application Delivery) and Cloud-native endpoints.

• Cost Optimization: Identify and operationalize cost-saving opportunities through the shift to thin clients Chromebooks and automated lifecycle management without sacrificing performance.

• Security Alignment: Partner with Enterprise Security to ensure 100% compliance across all endpoints. You dont just patchyou own patch velocity and the proactive reduction of the attack surface.

2. Operational Excellence & Leadership

• Outsourced Team Management: Lead and hold accountable our Managed Service Provider (MSP). You will drive them to exceed standard SLAs focusing instead on XLAs (Experience Level Agreements) and operational highs in field tickets and resolution quality.

• Project Management: Establish track and adhere to aggressive project schedules for all modernization and deployment initiatives ensuring delivery against committed timelines.

• Service Delivery: Oversee global patch management image engineering (WinOS & MacOS) software deployment and hardware standards.  Timely security compliance is an absolute must.

• Local IT Partnership: Collaborate intimately with Local IT to facilitate their success and operational effectiveness.

• Sustainability & Green IT: Track and report on sustainability initiatives within the EUS Tower focusing on reducing the carbon footprint of hardware lifecycles and optimizing energy consumption across the digital workplace.

3. Vendor & Platform Management

• Tooling Authority: Own the relationship and technical roadmap for our UEM (Unified Endpoint Management) and/or AEM (Automated/Application Endpoint Management) platforms.

• Supply Chain Management: Manage relationships with PC and peripheral vendors ensuring resilient supply chains and hardware standards that reflect the needs of a hybrid workforce.

Qualifications :

Qualifications & Technical Skillset

• Platform Expertise: Deep hands-on experience with WinOS and macOS in an enterprise environment.

• Cloud & Virtualization: Proven track record of evaluating or deploying VDI/DaaS (Azure Virtual Desktop Windows 365 etc.) and understanding the trade-offs vs. physical hardware.

• Management Stack: Expert knowledge of UEM/MDM frameworks and automated deployment (Autopilot Apple Business Manager).

• Vendor Governance: Minimum 3 years of experience managing large-scale outsourced IT contracts and global MSPs.

• Education: Bachelors degree in CS IT or equivalent experience. Certifications like ITIL v4 PMP or advanced Microsoft/Apple certifications are a plus.

• Financial & Budget Management: Proven experience with large-scale OPEX/CAPEX budget planning forecasting and vendor contract negotiation.

• Service Design & Measurement: Proficiency in AIOps or IT Service Management (ITSM) platforms for data-driven decision-making and continuous service improvement.

• DEX Monitoring: Experience with Nexthink or similar Digital Employee Experience (DEX) monitoring tools to proactively identify and resolve endpoint performance issues.

Who You Are (Personal Attributes)

• The Strategist: You see where the industry is going (AI-assisted support zero-trust hardware) and can build a business case to get us there.

• The Finisher: You have internal grit. You dont let projects stall at the 90% mark; you push through until they are operationalized and stable.

• The Translator: You can talk kernel panics with engineers and ROI/Productivity with the CFO in the same afternoon.

• Ambiguity-Friendly: You dont need a 100-page manual. You are a self-starter that sees a problem finds the stakeholders and creates the path forward.

• The Enabler: You drive real change. You dont just roll out tools; you own user adoption and training to ensure every new tech investment actually pays off in productivity.

• The Consensus-Builder: You possess exceptional executive-level communication skills capable of bridging the gap between deep technical teams and business/finance stakeholders to drive unified organizational alignment.

Additional Information :

All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time