End User & Service Desk Program Leader

Kforce Inc; Ramsey (NJ); On-site; USD 120,000 - 160,000; Full time

Job summary

Kforce Inc. seeks a Senior Manager, End User and Service Desk in Ramsey, NJ to lead end-to-end service delivery for the Service Desk and EUC programs.

You will drive operational excellence, ensure SLA compliance, and advance endpoint modernization across Windows, macOS, and mobile platforms. Responsibilities include scaling support operations, optimizing incident management, and partnering with IT teams to align with business goals.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 10+ years of experience in IT infrastructure, service desk, or end-user computing.
• 5+ years of experience managing Service Desk and Desktop Support, EUC teams.
• Proven experience leading enterprise IT support operations and large endpoint environments.
• Demonstrated success improving service delivery, SLAs, and end-user experience.

Responsibilities

• Own and manage the Company Service Desk, including Tier 1 support operations.
• Ensure high-quality incident intake, triage, escalation, and resolution processes.
• Drive SLA compliance, first-call resolution, and end-user satisfaction metrics.
• Establish and optimize call handling, ticket routing, and knowledge management processes.
• Lead workforce planning, scheduling, and coverage models for Service Desk operations.
• Partner with End User Computing for effective escalation and issue resolution.
• Execute the enterprise endpoint strategy across Windows, macOS, and mobile platforms.
• Lead major initiatives such as Windows upgrades, Intune adoption, and modern management transformation.
• Establish hardware standards, lifecycle policies, and device management frameworks.
• Implement and uphold ITIL-based processes across Service Desk and End User Computing.
• Identify recurring issues, perform root cause analysis, and drive continuous improvement.
• Ensure service delivery meets defined SLAs and operational performance targets.
• Oversee daily desktop support operations, including ticket and queue management.
• Monitor incident and request volumes, backlog, and resolution performance.
• Drive operational discipline through daily/weekly service reviews and reporting.

Skills

Strong communication

Vendor management

ITIL frameworks

Education

Bachelor's degree in Information Technology/Computer Science or related field

10+ years IT infrastructure experience

5+ years managing Service Desk/ EUC teams

Tools

ServiceNow

Microsoft Intune

Autopilot

Job description

Kforce Inc. seeks a Senior Manager, End User and Service Desk in Ramsey, NJ to lead end-to-end service delivery for the Service Desk and EUC programs.

You will drive operational excellence, ensure SLA compliance, and advance endpoint modernization across Windows, macOS, and mobile platforms. Responsibilities include scaling support operations, optimizing incident management, and partnering with IT teams to align with business goals.