End-User Services Director — Hybrid IT & AV Leader

Benesch; Cleveland (OH); Hybrid; USD 150,000 - 182,000; Full time

Benefits offered by this job

Discretionary bonus

Comprehensive benefits package

Job summary

Benesch seeks a Senior End-User Services Manager in Cleveland, Ohio, with hybrid work flexibility. This role leads the Firm's service desk, end-user support, and audiovisual services across multiple locations, shaping the service delivery strategy and roadmap.

The position requires 8+ years in IT leadership, strong ITIL knowledge, and experience with Microsoft 365 licensing and vendor management. Travel is 10%–15%, and a discretionary bonus is offered along with comprehensive benefits.

Qualifications

• Associate degree or equivalent; Bachelor's preferred.
• 8+ years of progressive IT leadership experience in service desk, AV, or related tech ops.
• Experience with Microsoft 365 environments and licensing; vendor management and cost optimization.
• Experience managing an ITSM platform and applying ITIL-aligned practices.
• Strong leadership, communication, and stakeholder management.
• Willingness to travel 10%–15%.

Responsibilities

• Lead service desk, end-user support, and AV personnel across offices.
• Oversee IT service management platform, workflows, and KPI reporting.
• Manage AV services, technology assets, and vendor relationships.
• Provide incident leadership during significant outages and deployments.
• Collaborate with IT leadership, information security, finance, and stakeholders.

Skills

IT leadership

Service desk management

Vendor management

ITIL practices

Microsoft 365

Communication

Education

Associate's degree in IT or related field

Bachelor's degree preferred

Tools

ITSM platform

Microsoft 365 licensing tools

Job description

Benesch seeks a Senior End-User Services Manager in Cleveland, Ohio, with hybrid work flexibility. This role leads the Firm's service desk, end-user support, and audiovisual services across multiple locations, shaping the service delivery strategy and roadmap.

The position requires 8+ years in IT leadership, strong ITIL knowledge, and experience with Microsoft 365 licensing and vendor management. Travel is 10%–15%, and a discretionary bonus is offered along with comprehensive benefits.