End User Services Automation Engineer

Jobtailor; California (MO); On-site; USD 95,000 - 150,000; Full time

Job summary

Jobtailor seeks an experienced IT Service Delivery Lead to manage on‑site end user support for executive environments. You will coordinate 24/7 premium service, oversee deskside and remote troubleshooting across Windows devices, and act as escalation point for executive‑level issues.

You will drive vendor coordination, enforce ITIL processes, manage assets, and ensure compliance with security policies. This role demands strong communication and stakeholder engagement.

Qualifications

• Experience in IT service delivery for executive environments.
• 24/7 high‑touch support for executive users.
• Strong vendor coordination and oversight.

Responsibilities

• Lead on‑site end user services and ensure high‑quality support.
• Deliver 24/7 white‑glove support for EC and ELT members.
• Provide Level 1–2+ deskside and remote troubleshooting for Windows devices.
• Escalate complex issues involving executives and stakeholders.
• Oversee vendor‑managed site teams and enforce service standards.
• Align operations with business needs and promote service excellence.
• Build relationships with stakeholders as trusted technology advisor.
• Maintain SLA/KPI aligned tickets and manage IT asset lifecycle.
• Coordinate incident response and root cause analysis for executive issues.
• Manage change, release, and problem processes with minimal disruption.
• Ensure IT policies, documentation, and security compliance.

Skills

Executive support

Vendor coordination

Windows OS

VDI

Microsoft 365

Imaging

ITIL

ITAM

Stakeholder engagement

Communication

Education

Bachelor's degree or 5–8 years IT experience

Tools

ITAM tools

Job description

Responsibilities

• Serve as the primary technical lead for on‑site end user services, ensuring consistent, high‑quality support across all service areas.
• Deliver and coordinate 24/7 white‑glove support for EC and ELT members, resolving issues with discretion, speed, and precision.
• Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows‑based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
• Act as the escalation point for complex or sensitive support issues involving executive stakeholders.
• Provide hands‑on technical oversight of vendor‑managed site teams, ensuring adherence to service standards and rapid issue resolution.
• Partner with managers to align support operations with business needs and reinforce a service‑first culture.
• Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for executive technology needs.
• Promote a culture of service excellence, accountability, and continuous improvement across the site.
• Maintain and update tickets in alignment with SLA and KPI targets.
• Manage IT asset lifecycle including procurement, inventory, and disposal.
• Oversee incident response and root cause analysis for executive‑impacting issues, ensuring timely resolution and communication.
• Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations.
• Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities.

Requirements

• Extensive experience in IT service delivery, site operations, or technical end user support, with a focus on executive environments.
• Demonstrated success in supporting executive‑level users with high‑touch, responsive, and 24/7 service.
• Strong technical oversight and vendor coordination capabilities.
• Exceptional communication, problem‑solving, and stakeholder engagement skills.
• Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging.
• Ability to operate independently and make decisions in dynamic, fast‑paced environments.
• Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) tools and practices.
• Bachelor’s degree or 5–8 years of relevant IT experience.