End User Services Leader: Global IT Support & VIP

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

Benefits offered by this job

Medical, dental, vision

401(k) with match

Annual incentive bonus

PTO and holidays

Parental leave

Volunteer hours

Job summary

The Standard seeks a Manager, End User Services to lead delivery of employee IT services including service desk, onsite support, and access management for a global workforce.

You will manage a blended team of staff and strategic suppliers, set service standards, drive partnerships across IT and business, and guide roadmaps and budgets.

Strong leadership, vendor governance, and ITIL or security certifications are preferred; travel may be required.

Qualifications

• Bachelor's degree in Information Technology, Business, CS, or related field, or equivalent experience.
• 7+ years in global IT service delivery, end-user support, or digital workplace services.
• 5+ years establishing and governing vendor performance via SLAs and improvements.
• 3+ years people leadership, coaching and managing teams.
• Experience creating service strategies, roadmaps, budgets, and operational plans.
• Strong empathic communication and stakeholder relationship skills.
• Willingness for occasional domestic and international travel.
• ITIL, identity, or security certification preferred.
• Experience in regulated industry IT controls 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 in partnership with internal and external audit
• Build influential partnerships with business leaders, VIP, technical teams, and vendors

Skills

People leadership

Vendor governance

Service delivery management

Stakeholder management

Education

Bachelor's degree in Information Technology, Business, CS, or related field

Job description

The Standard seeks a Manager, End User Services to lead delivery of employee IT services including service desk, onsite support, and access management for a global workforce.

You will manage a blended team of staff and strategic suppliers, set service standards, drive partnerships across IT and business, and guide roadmaps and budgets.

Strong leadership, vendor governance, and ITIL or security certifications are preferred; travel may be required.