End-User Tech Leader: Service Delivery & Strategy

Cherry Bekaert LLP; Raleigh (NC); Hybrid; USD 140,000 - 200,000; Full time

Job summary

Cherry Bekaert LLP in Raleigh, NC is seeking an End User Technology Senior Manager to lead the firm’s end-user technology and service delivery across U.S. offices.

You will set the vision, roadmaps, and governance for white-glove support, endpoint management, and ITSM operations while partnering with business leaders to enable technology adoption. The role requires a strategic leader with 10+ years in IT service management, 5+ years in people leadership, and strong ITIL/ITSM expertise.

Qualifications

• Bachelor’s degree in Computer Science, IT, or equivalent experience.
• 10+ years of IT service management and end‑user technology experience.
• 5+ years in people leadership roles managing managers and teams.
• Strong ITIL/ITSM knowledge and governance experience.
• Executive communication and stakeholder management skills.

Responsibilities

• Provide strategic leadership for end-user technology and team development.
• Define and execute end-user support strategy and roadmaps.
• Oversee ITSM governance, white-glove support, and endpoint services.
• Lead service performance, SLA/KPI management, and escalation governance.
• Drive service transformation through analytics, automation, and process optimization.
• Manage vendor relationships, contracts, budgets, and licensing.
• Partner with leaders to drive adoption and readiness of technology changes.
• Report on service health and risks to leadership.
• Foster a culture of service excellence and accountability.

Skills

End‑user technology

ITSM governance

People leadership

Strategic leadership

ITIL/ITSM

Executive communication

Analytics

Vendor management

Budget management

Cross‑functional collaboration

Education

Bachelor's degree in Computer Science/IT or equivalent

Tools

ITSM platforms

Job description

Cherry Bekaert LLP in Raleigh, NC is seeking an End User Technology Senior Manager to lead the firm’s end-user technology and service delivery across U.S. offices.

You will set the vision, roadmaps, and governance for white-glove support, endpoint management, and ITSM operations while partnering with business leaders to enable technology adoption. The role requires a strategic leader with 10+ years in IT service management, 5+ years in people leadership, and strong ITIL/ITSM expertise.