End User Services Leader — IT Experience & Service Excellence

BrightFarms

Atlanta (GA)

On-site

USD 140,000 - 165,000

Full time

14 days+

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Job summary

BrightFarms Inc. is seeking a Senior Manager, End User Services to build and lead a unified IT support function for a multi-site NA workforce. You will drive ITSM maturity, oversee endpoint management, and optimize workplace technologies to improve productivity and user experience.

The role requires extensive leadership in End User Services, hands-on technical expertise, and a customer-first approach. Location is Atlanta, GA with full-time responsibilities and strategic collaboration across

Qualifications

Bachelor’s degree in Information Systems, Computer Science, Business, or related field
10+ years of IT Service Delivery experience, with at least 5 years in a supervisory or lead role
Demonstrated experience building or significantly improving a service desk operation
Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, or equivalent)
Strong working knowledge of Windows endpoint environments, Microsoft 365, and basic networking for support troubleshooting
Experience defining SLAs and service levels and holding a team accountable to them
Strong communication skills with the ability to manage customer expectations across a distributed workforce

Responsibilities

Lead, mentor, and develop an End User Services team supporting multiple North American locations
Define and implement ITSM processes including incident management, change management, request fulfillment, and asset management
Manage and support Entra ID, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle processes
Own the lifecycle management of endpoint devices and governance practices across North America
Maintain accurate asset inventory, tracking, reporting, and operational controls
Own the workstation engineering function including device builds, imaging, MDM/endpoint management, and hardware lifecycle
Own the end user support experience from ticket intake through resolution, including SLA definition and measurement
Establish and manage the ITSM platform, including configuration, workflows, and reporting
Develop a tiered support model and escalation paths in collaboration with the other leadership peers
Drive end user satisfaction through feedback loops, trend analysis, and continuous service improvement
Ensure conference rooms, AV systems, Teams Rooms, and workplace technologies operate reliably
Lead technology planning and deployment activities for office expansions, relocations, and workplace improvement initiatives
Identify opportunities for automation, process improvement, and service optimization
Build and maintain a self‑service knowledge base to reduce recurring ticket volume
Report on service desk metrics and performance trends to the AVP of IT Operations