End-User Services Leader: ITIL & IT Operations

Benesch, Friedlander, Coplan & Aronoff; Chicago (IL); On-site; USD 160,000 - 194,000; Full time

Benefits offered by this job

Discretionary bonus

Comprehensive benefits package

Job summary

Benesch, Friedlander, Coplan & Aronoff seeks a Sr. End-User Services Manager in Chicago to lead the service desk, end-user support, and audiovisual services across our offices.

The role emphasizes ITIL-aligned practices, incident management, and strategic service delivery in a regulated professional environment. With 10%–15% travel, the position offers a hybrid work model, growth opportunities, and a comprehensive benefits package.

Qualifications

• 8+ years of progressive IT leadership experience in professional services.
• Experience overseeing service desk, end-user support, and audiovisual services across multiple locations.
• Experience with Microsoft licensing, vendor contracts, and cost optimization.

Responsibilities

• Lead the service desk and end-user support across all Firm offices.
• Own the IT service management platform configurations, workflows, routing, and reporting.
• Manage audiovisual services, equipment lifecycle, and vendor relationships.
• Collaborate with stakeholders during incidents, deployments, and major changes.

Skills

IT leadership

Service desk management

Microsoft 365

ITIL

Vendor management

Education

Associate's degree in IT, CS, business or related field

Bachelor's degree preferred

Tools

Microsoft 365

ITSM platform

Job description

Benesch, Friedlander, Coplan & Aronoff seeks a Sr. End-User Services Manager in Chicago to lead the service desk, end-user support, and audiovisual services across our offices.

The role emphasizes ITIL-aligned practices, incident management, and strategic service delivery in a regulated professional environment. With 10%–15% travel, the position offers a hybrid work model, growth opportunities, and a comprehensive benefits package.