Hybrid IT Services Manager — End-User Experience Leader

Talis Consulting Group; Seattle (WA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Talis Consulting Group is seeking an IT Manager / Technology Services Manager to lead a team of technical professionals across Tier 1 and 2 support, delivering reliable end-user technology experiences. Hybrid work is offered in Seattle.

The role combines people management, IT service management, client engineering, and technology operations, with a strong focus on continuous improvement of processes, technology, service delivery, and customer experience.

Qualifications

• 5+ years of progressive IT experience, including leadership of Help Desk, Service Desk, Client Engineering, or end-user technology teams.
• Strong experience with Microsoft 365 and modern workplace/end-user technologies.
• Experience with Jira and IT service management processes, including Incident, Change, and Problem Management.
• Strong understanding of endpoint/client device management and lifecycle practices.
• Demonstrated ability to improve IT processes, service delivery, and customer satisfaction.
• Strong people leadership, communication, problem-solving, and stakeholder-management skills.
• ITIL v4 certification or practical experience working within ITIL-based environments is preferred.

Responsibilities

• Lead, coach, and develop the Help Desk and Client Engineering teams, including approximately six technical professionals.
• Manage day-to-day Help Desk operations, including ticket management, escalations, workload prioritization, staffing, scheduling, and service levels.
• Oversee enterprise-wide endpoint and client device engineering, deployment, configuration, maintenance, and lifecycle management.
• Support and continuously improve the Microsoft 365 end-user environment and workplace technologies.
• Own and improve IT service management processes, including Incident, Major Incident, Change, and Problem Management.
• Utilize Jira to manage service requests, incidents, workflows, projects, and operational reporting.
• Continuously evaluate Help Desk performance, recurring issues, processes, and user feedback to identify opportunities to improve efficiency and the overall customer experience.
• Serve as a senior escalation point for complex end-user technology issues and coordinate resolution across IT teams.
• Partner with business stakeholders to understand technology needs, workflows, and opportunities to improve employee productivity.
• Lead and participate in technology projects and modernization initiatives impacting end-user computing and service delivery.
• Evaluate emerging technologies and contribute to technology standards, planning, and roadmap development.
• Manage technology vendors, budgeting, purchasing, and resource planning for the function.

Skills

Leadership

Communication

Stakeholder management

Problem solving

Continuous improvement

Customer experience

Team development

End-user technology

Tools

Jira

Microsoft 365

IT service management tools

Job description

Talis Consulting Group is seeking an IT Manager / Technology Services Manager to lead a team of technical professionals across Tier 1 and 2 support, delivering reliable end-user technology experiences. Hybrid work is offered in Seattle.

The role combines people management, IT service management, client engineering, and technology operations, with a strong focus on continuous improvement of processes, technology, service delivery, and customer experience.