End User Technology Senior Manager

Cherry Bekaert Advisory; Raleigh (NC); On-site; USD 140,000 - 190,000; Full time

Job summary

Cherry Bekaert Advisory is seeking an End User Technology Senior Manager to lead the firm's end-user technology and service delivery. This role defines the vision and multi-year roadmap for U.S.

white-glove support, on-site event support, ITSM governance and endpoint deployment across offices, aligning with business priorities and financial goals. You will manage service performance, governance structures, workforce strategy, and partnerships with vendors while driving customer-focused outcomes

Qualifications

• 10+ years in IT service management, end-user tech or enterprise delivery.
• 5+ years leading managers and professional teams.
• Strong ITIL/ITSM processes and governance experience.

Responsibilities

• Provide strategic leadership for end-user technology and service delivery.
• Define and execute end-user support strategy and roadmaps.
• Oversee ITSM governance, endpoint services, and on-site event support.
• Lead service performance, SLA/KPI management and escalation governance.
• Drive service transformation via analytics, automation, and process improvements.
• Manage vendor relationships, budgets, contracts, and licensing.
• Partner with tech and business leaders on change readiness and adoption.
• Report on service health and risks to leadership.

Skills

ITSM leadership

End-user tech

Vendor management

Stakeholder mgmt

Executive communication

Service desk

Automation

Analytics

Education

Bachelor's degree in CS/IT

Tools

ITSM platforms

Job description

Ranked among the largest accounting and consulting firms in the country and consistently recognized as a Great Place to Work , Cherry Bekaert delivers innovative advisory, assurance and tax services to our clients. We are proud to foster a collaborative environment focused on enabling your career growth and continuous professional development.

Cherry Bekaert's Technology team is seeking an End User Technology Senior Manager to provide strategic and operational leadership for the firm's end-user technology and service delivery function. This role sets the service vision and multiyear roadmap for U.S. white glove support, onsite event support, ITSM governance, endpoint deployment, and related end-user services while ensuring alignment with business priorities, risk requirements, and financial objectives. The Senior Manager is accountable for service performance, workforce and vendor strategy, cross-functional governance, and a consistent, high-touch technology experience across U.S. offices and global support partnerships.

As an End User Technology Senior Manager, You Will:

• Provide strategic leadership for end-user technology, including team development, workforce planning, and performance management.
• Define and execute end-user support strategy, service delivery models, and technology roadmaps aligned with business objectives.
• Oversee ITSM governance, white-glove support, endpoint services, and onsite event support operations.
• Lead service performance, SLA/KPI management, escalation governance, and continuous improvement initiatives.
• Drive service transformation through analytics, automation, process optimization, and customer feedback.
• Manage vendor relationships, contracts, budgets, licensing, and service performance.
• Partner with technology and business leaders to support readiness, training, communications, and adoption of technology changes.
• Report on service health, operational risks, customer experience, and strategic recommendations to leadership.
• Foster a culture of service excellence, accountability, operational discipline, and customer focus.

What You Bring to the Role

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
• 10+ years of progressively responsible experience in IT service management, end-user technology, service desk operations, or enterprise technology service delivery.
• 5+ years of people leadership experience with responsibility for managers and professional teams.
• Strategic leadership experience in end-user technology, ITSM, service delivery, and operational governance.
• Proven ability to lead managers and teams through workforce planning, coaching, performance management, and organizational development.
• Strong experience with ITIL/ITSM processes, incident management, service optimization, and governance.
• Experience with ITSM platforms, SLA/KPI management, reporting, automation, and continuous improvement initiatives.
• Strong financial, vendor, contract, and resource management skills.
• Deep knowledge of service desk, desktop support, executive support, endpoint management, and digital workplace technologies.
• Executive-level communication, stakeholder management, and presentation skills.
• Strong analytical, decision-making, negotiation, and change leadership capabilities.
• Ability to lead cross-functional initiatives, service transformations, and business-critical operations.
• Proven ability to build partnerships across technology, business, and vendor organizations while driving customer-focused outcomes.

What you can expect from us:

• Our shared values that foster inclusion and belonging including uncompromising integrity, collaboration, trust, and mutual respect
• The opportunity to innovate and do work that motivates and engages you
• A collaborative environment focused on enabling you to further your career growth and continuous professional development
• Competitive compensation and a total rewards package that focuses on all aspects of your wellbeing
• Flexibility to do impactful work and the time to enjoy your life outside of work
• Opportunities to connect and learn from professionals from different backgrounds and with different cultures

Benefits Information:

Cherry Bekaert cares about our people. We offer competitive compensation packages based on performance that recognize the value our people bring to our clients and our Firm. The salary range for this position is included below. Individual salaries within this range are determined by a variety of factors including but not limited to the role, function and associated responsibilities, a candidate's work experience, education, knowledge, skills, and geographic location. In addition, we offer a comprehensive, high-quality benefits program which includes annual bonus, medical, dental, and vision care; disability and life insurance; generous Paid Time Off; retirement plans; Paid Care Leave; and other programs that are dedicated to enhancing your personal and work life and providing you and your f