Americas End-User Tech & Service Lead

Imea; Nashville (TN); On-site; USD 120,000 - 180,000; Full time

Job summary

AB is seeking a Nashville-based Technology Services and Support Manager to lead our End User Technology Team supporting 21 US, 2 Canada, and 3 Latin America offices. You will own delivery, adoption, and ongoing support of desktop, mobile, collaboration tools, and telephony across the Americas, partnering with product and operations teams.

You will drive training sessions, monitor service metrics, and continuously improve processes while overseeing procurement and technology strategy in a

Qualifications

• Bachelor’s degree required.
• 7+ years of management experience.
• 12+ years in technology support or similar background.
• Experience with enterprise products and services including desktop environments and collaboration tools.
• Strong ITSM and ServiceNow experience.

Responsibilities

• Manage an End User Technology Team supporting Americas offices (US, Canada, Latin America).
• Deliver, adopt and support end-user and workplace technology across offices and staff.
• Act as trusted advisor to business and technology teams, driving solutions and feedback.
• Lead technology training sessions and workshops.
• Oversee IT Service Management: incident, problem, knowledge, asset, and change management using ServiceNow and Workday.
• Provide and review daily metrics for service requests, incidents, and problems.
• Drive continual improvement of service delivery and procurement of end user technology.
• Stay updated on new technologies and contribute to AB’s technology roadmap.
• Act as product/project owner for technology lifecycle activities with engineering and operations.

Skills

Staff management

ITSM

ServiceNow

Project management

Technical training

Communication skills

Leadership

Education

Bachelor’s degree

Tools

ServiceNow

Workday

Job description

AB is seeking a Nashville-based Technology Services and Support Manager to lead our End User Technology Team supporting 21 US, 2 Canada, and 3 Latin America offices. You will own delivery, adoption, and ongoing support of desktop, mobile, collaboration tools, and telephony across the Americas, partnering with product and operations teams.

You will drive training sessions, monitor service metrics, and continuously improve processes while overseeing procurement and technology strategy in a