Senior Manager, Global Helpdesk & EndUser Services

The Senior Manager Global Helpdesk & EndUser Services is a senior technology leader responsible for shaping scaling and modernizing the firms global helpdesk and enduser support model. This role goes well beyond daytoday service management: it owns the future state of enduser support across a complex multinational environment.

This leader serves as both a team manager and the voice of the company turning user feedback and systemic issues into actionable engineering requests backed by clear business cases justification and measurable efficiency impact. They balance strategic design with handson execution keeping current operations stable measurable and responsive while building the nextgeneration protocols escalation models and service capabilities that anticipate tomorrows needs.

Strong written and verbal English communication is essential to partner effectively with global stakeholders and business leaders across regions.

Key Accountabilities & Responsibilities

Global Helpdesk Leadership & Operational Excellence

Lead coach and mentor a multitier (Tier 13) multiregion helpdesk to deliver consistent highquality support across time zones.

Build a culture of excellence critical thinking customer empathy urgency and accountability.

Set clear expectations performance standards and career pathways for managers leads and agents.

Oversee ticket triage prioritization escalations coverage models KPI tracking and team readiness.

Conduct regular 1:1s performance reviews skills development and training plans.

Serve as the executive escalation point for complex or highimpact incidents.

Customer Experience & Service Delivery

Own and continuously improve CSAT SLA attainment queue quality and customer communication standards.

Ensure incidents requests and escalations are handled quickly accurately and professionally.

Reduce repeat tickets through better knowledge assets streamlined workflows and targeted automation.

Maintain disciplined escalation practicesescalate immediately when SLAs are at risk; avoid sitting tickets.

Service Design Protocols & FutureState Enablement

Design and implement enhanced global policies escalation frameworks and operating standards.

Lead continuous improvement to shift from reactive support to proactive service enablement.

Anticipate future demand from growth acquisitions new technologies and evolving ways of working.

Platforms & Tooling (ServiceNow; Azure AD/Entra ID & Intune)

ServiceNow Utilization & Optimization

Own the strategic use and evolution of ServiceNow as the core ITSM platform.

Drive advanced adoption (workflow automation reporting/analytics selfservice knowledge management).

Ensure data integrity standardized definitions and decisiongrade reporting across regions.

Align configuration and workflows with business priorities and global standards.

Azure AD / Entra ID & Intune Expertise

Maintain strong working knowledge of Entra ID/Azure AD Conditional Access imaging and Microsoft Intune to be able to address user issues with an understanding of how the

derlying technology functions.

Guide L1L3 on troubleshooting data collection and categorization to prevent unnecessary escalations.

Ensure escalations include necessary diagnostics logs and clear descriptions of attempted steps.

Communicate engineering changes and platform impacts to the team clearly and practically.

Automation Efficiency & Engineering Liaison

Identify recurring/manual support tasks from ticket trends and convert them into automation or selfservice opportunities.

Serve as the communication bridge between support and engineering with clear business cases and impact analyses.

Provide logs examples and user feedback to support engineering design.

Track automation progress and outcomes; communicate updates to leadership and support teams.

Facilitate postrelease feedback loops to validate results and identify further improvements.

Reporting Analytics & Insights

Produce weekly/monthly reporting on SLAs backlog CSAT FCR MTTR top issues and trends.

Translate operational data into actionable recommendations.

Present insights risks and proposed solutions to leadership.

Ensure global standardization and data integrity.

Stakeholder Management & Business Partnership

Gather requirements feedback and upcoming business changes.

Build strong relationships with application owners security infrastructure and endpoint engineering.

Translate technical performance into businessrelevant insights.

Communicate effectively across cultures and regions.

Incident Problem & Change Management

Lead or coordinate major incident responses with timely communication.

Drive structured problem management and longterm issue resolution.

Partner on change management to ensure user readiness.

Knowledge Management & Training

Own the knowledge base and ensure accuracy and clarity.

Ensure SOPs runbooks and troubleshooting guides are current.

Deliver ongoing training for new tools and processes.

Security & Compliance

Maintain knowledge of identity endpoint and security standards.

Enforce compliance access control and data handling policies.

Support audits with documentation and validation.

Hardware Deployment & Lifecycle Management

Oversee global hardware deployment refresh cycles and lifecycle standards.

Implement scalable onboarding/offboarding and replacement processes.

Ensure alignment with security productivity and cost goals.

Qualifications :

Required Qualifications

12 years in IT support and service management.

5 years leading multitier scaled helpdesk organizations.

Experience designing global service models.

Understanding of Entra ID/Azure AD Conditional Access Intune.

Proven improvements in SLA CSAT MTTR and FCR.

Proficiency with ServiceNow.

Exceptional English communication.

Preferred Qualifications

ITIL v4 certification.

Experience in multinational environments.

Familiarity with global hardware lifecycle management.

History of building futureready operating models.

Why This Role Matters

This position shapes how employees experience technology daily and influences the firms ability to scale integrate and innovate. We seek a leader who solves todays challenges without anchoring the organization to yesterdays limitations.

Additional Information :

Some of the Benefits We Have Include

J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our teams needs.

• Our flexible work environment allows employees to work remotely when needed
• Flexible Time Off policy
• Medical Dental and Vision Insurance

Any offered salary range is based on a wide array of factors including but not limited to skillset experience training location scope of role management responsibility etc.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

By submitting your application you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection processing use and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.

Please explore what were all about at .

EEO and Job Accommodations

We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!

J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law.

If you are an individual with a disability and would like to request for a reasonable accommodation please email and include Applicant Accommodation within the subject line with your request and contact information.

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

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Remote Work :

Yes

Employment Type :

Full-time