End-User IT Service Lead: Strategy & Delivery

Cherry Bekaert Advisory; Raleigh (NC); On-site; USD 140,000 - 190,000; Full time

Job summary

Cherry Bekaert Advisory is seeking an End User Technology Senior Manager to lead the firm's end-user technology and service delivery. This role defines the vision and multi-year roadmap for U.S.

white-glove support, on-site event support, ITSM governance and endpoint deployment across offices, aligning with business priorities and financial goals. You will manage service performance, governance structures, workforce strategy, and partnerships with vendors while driving customer-focused outcomes

Qualifications

• 10+ years in IT service management, end-user tech or enterprise delivery.
• 5+ years leading managers and professional teams.
• Strong ITIL/ITSM processes and governance experience.

Responsibilities

• Provide strategic leadership for end-user technology and service delivery.
• Define and execute end-user support strategy and roadmaps.
• Oversee ITSM governance, endpoint services, and on-site event support.
• Lead service performance, SLA/KPI management and escalation governance.
• Drive service transformation via analytics, automation, and process improvements.
• Manage vendor relationships, budgets, contracts, and licensing.
• Partner with tech and business leaders on change readiness and adoption.
• Report on service health and risks to leadership.

Skills

ITSM leadership

End-user tech

Vendor management

Stakeholder mgmt

Executive communication

Service desk

Automation

Analytics

Education

Bachelor's degree in CS/IT

Tools

ITSM platforms

Job description

Cherry Bekaert Advisory is seeking an End User Technology Senior Manager to lead the firm's end-user technology and service delivery. This role defines the vision and multi-year roadmap for U.S.

white-glove support, on-site event support, ITSM governance and endpoint deployment across offices, aligning with business priorities and financial goals. You will manage service performance, governance structures, workforce strategy, and partnerships with vendors while driving customer-focused outcomes