End-User Services Leader, Global IT Delivery

The Standard; Portland (OR); On-site; USD 98,000 - 186,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Bonus plan

Paid time off

Parental leave

Volunteer hours

Job summary

The Standard is seeking a seasoned Manager, End User Services to lead a global team delivering Service Desk, Onsite Support and Access Management. You will set standards, govern delivery partners, manage escalations and VIP support, and partner with IT and business leaders to create a positive technology experience.

You will guide service roadmaps, budgets, and operational plans, build strong relationships across teams, and foster a customer-first culture while driving operational excellence.

Qualifications

• Bachelor's degree in Information Technology, Business, Computer Science, or a related field.
• 7+ years in global IT service delivery including service desk, onsite support, access management and IT depot.
• 5+ years establishing and governing vendor performance through SLAs and continuous improvement.
• 3+ years people leadership including coaching and building technical teams.
• Experience creating service strategies, roadmaps, budgets, and operational plans.
• Strong empathic communication and stakeholder relationship skills across business and technology.
• Availability for occasional domestic and international travel.
• ITIL, identity, or security certification preferred.

Responsibilities

• Lead and develop an internal team of service delivery professionals.
• Govern delivery partner accountability, performance, and service transformation.
• Develop customer-centric service roadmaps, forecasts, and lifecycle planning.
• Oversee daily operations across service portfolio, escalation resolution, and root cause analysis.
• Ensure access control compliance with internal and external audit.
• Build partnerships with business leaders, VIPs, technical teams, and vendors.

Skills

People leadership

Vendor governance

Service strategy

Stakeholder management

ITIL / Identity / Security

Education

Bachelor's degree in IT/Business/CS

Job description

The Standard is seeking a seasoned Manager, End User Services to lead a global team delivering Service Desk, Onsite Support and Access Management. You will set standards, govern delivery partners, manage escalations and VIP support, and partner with IT and business leaders to create a positive technology experience.

You will guide service roadmaps, budgets, and operational plans, build strong relationships across teams, and foster a customer-first culture while driving operational excellence.