Team Lead, End User Services North America
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Job Summary
Hexagons Autonomous Solutions division is looking for a Team Lead End User Services (EUS) North America to join our team in Calgary AB. Reporting to the Director Operations & EUS this role will lead end user services delivery across North America by coaching and developing a regional team of End User Services Analysts driving service excellence and representing the region within the global Follow the Sun support model while fostering a One EUS Team culture across the organization.
The Location:This position is based in Calgary AB.
The Company: Hexagon is a global leader in digital reality solutions combining sensor software and autonomous technologies. We are putting data to work to boost efficiency productivity quality and safety across industrial manufacturing infrastructure public sector and mobility applications.
Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous ensuring a scalable sustainable future.
AsTeam Lead End User Services (EUS) North Americayou will be responsible for these activities:
- Plan regional support coverage in alignment with the global Follow the Sun support model.
- Set and execute regional priorities aligned with the global End User Services roadmap.
- Oversee day-to-day ticket queue health SLA performance escalations and service delivery activities across North America.
- Ensure consistent onboarding offboarding provisioning and incident response practices.
- Coach mentor and develop End User Services Analysts while managing performance scheduling and team coverage planning.
- Ensure compliance with endpoint access and device management standards while partnering with IT Security and GRC teams on regional audit and risk activities.
- Build strong relationships with regional business leaders and ensure services align with stakeholder expectations.
- Drive continuous improvement initiatives that reduce ticket volumes improve resolution times and standardize processes in accordance with global EUS playbooks.
- Support training talent acquisition succession planning and bench strength development within the North America EUS team.
- Perform additional related duties as assigned.
Must Have:
- Bachelors degree in Information Technology Computer Science Engineering or equivalent practical experience.
- Minimum 5 years of hands-on IT support experience.
- Strong communication leadership and stakeholder management skills.
- ITIL v3 or ITIL v4 certification.
- Demonstrated experience supporting end-user computing environments and IT service management practices.
- Ability to lead teams and drive service delivery excellence in a regional support environment.
Nice To Have:
- Masters degree in Business Leadership IT Management or a related field.
- 7 years of experience supporting a multi-region or global organization.
- Additional certifications such as CAPM project management certifications or advanced ITIL credentials.
- Experience working within a Follow the Sun support model.
Key Success Factors:
- Ability to connect regional execution with the global Follow the Sun and One EUS Team strategy.
- Strong knowledge of end-user computing ITSM frameworks and service delivery management.
- Ability to lead organizational and technological change while promoting adoption of new tools and standards.
- Strong business acumen with the ability to balance service quality cost and business requirements.
- Exceptional collaboration and relationship-building skills with regional stakeholders and global peers.
- Strong technical understanding of ITSM platforms endpoint management and support technologies.
- Results-oriented mindset focused on service performance SLA achievement and continuous improvement.
- Ability to occasionally travel for team meetings vendor engagement mergers and acquisitions activities and projects.
Not sure if you meetall the qualifications for this role Let us decide! At Hexagon we are committed to a diverse and inclusive work youre excited about the opportunities this role could bring we encourage you to apply. If you have any questions about the role or our company please email our team at and we will be pleased to follow up with you. Please do not send cover letters or resumes to this address.
Required Experience:
Manager
