Head of End User IT Services & Support

BrightFarms Inc; Atlanta (GA); On-site; USD 140,000 - 165,000; Full time

Job summary

BrightFarms Inc., operating under the Cox Farms banner, seeks a Senior Manager of End User Services to build and lead a unified IT support function across North America. This role combines operational leadership with service maturity, defining ITSM processes, managing Entra ID, SSO, MFA, and endpoint governance while partnering with business stakeholders.

You will own the day-to-day support, scale the team, enhance workplace technologies, and drive continuous service improvement, ensuring

Qualifications

• 10+ years of IT Service Delivery experience, with at least 5 years in a supervisory or lead role.
• 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
• Own the lifecycle management of endpoint devices and governance practices across North America
• Maintain accurate asset inventory, tracking, reporting, and operational controls
• 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

Skills

IT Service Delivery

ITSM platforms

Team leadership

Communication

Education

Bachelor's degree in Information Systems, Computer Science, Business, or related field

Tools

ServiceNow

Jira Service Management

Job description

BrightFarms Inc., operating under the Cox Farms banner, seeks a Senior Manager of End User Services to build and lead a unified IT support function across North America. This role combines operational leadership with service maturity, defining ITSM processes, managing Entra ID, SSO, MFA, and endpoint governance while partnering with business stakeholders.

You will own the day-to-day support, scale the team, enhance workplace technologies, and drive continuous service improvement, ensuring