- Company Name
- Yoh, A Day & Zimmermann Company
- Job Title
- IT End User Services leader
- Job Description
-
**Job Title:** IT End User Services Leader
**Role Summary:**
Lead and manage End User Services (EUS) delivery through an IT Managed Service Provider (MSP). Own strategy, roadmaps, budget, risk, and performance metrics while ensuring alignment with organizational goals, HR onboarding/off‑boarding, and regulatory requirements.
**Expectations:**
- Minimum 10 years of EUS experience, 5+ in enterprise environments.
- Proven leadership of IT service teams and contract/budget management.
- Strong customer‑service orientation and process‑improvement mindset.
- Ability to work cross‑functionally with engineering, development, operations, and global stakeholders.
**Key Responsibilities:**
1. Develop, own, and execute EUS roadmaps, priorities, and strategies.
2. Serve as primary liaison with the MSP, ensuring service delivery meets business requirements.
3. Oversee claims management, demand oversight, and charge‑back models.
4. Coordinate cross‑team communication, reporting, and lifecycle management of demand.
5. Manage EUS architecture and engineering resources; approve designs and solutions.
6. Control annual budget, contracts, and vendor performance.
7. Align EUS services with HR onboarding/off‑boarding processes.
8. Maintain EUS risk register, ensuring mitigation and remediation plans.
9. Balance capacity, budget, and demand to meet KPI goals.
10. Advocate automation, orchestration, and innovative solutions.
11. Partner with engineering, support, and operations to resolve incidents, problems, and change requests.
**Required Skills:**
- Strategic planning & executive stakeholder communication.
- Leadership of MSI-powered IT service teams.
- Budgeting, contracting, and charge‑back model implementation.
- Risk register maintenance, SOX/Regulatory compliance.
- End‑to‑end EUS product lifecycle: implementation, support, and asset management.
- System expertise: Microsoft Active Directory, LDAP, MFA, Citrix, MDM, RDP, VDI, Invantis EPM.
- Service management: ITIL-based incident, problem, change management.
- Documentation: run books, architecture diagrams, RCA reports, and audit data.
- Reporting & analysis (Smartsheet, ServiceNow, Excel).
- Strong customer‑service orientation and process‑improvement focus.
- Excellent verbal & written communication in English, ability to work with global counterparts.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- ITIL Foundation (or equivalent) certification.