Hybrid Senior End-User Services Leader

Benesch Law; Cleveland (OH); Hybrid; USD 150,000 - 182,000; Full time

Benefits offered by this job

Hybrid schedule

Growth opportunities

Benefits package

Job summary

Benesch is seeking a Senior End-User Services Manager in our Cleveland office. This hybrid role offers work-from-home flexibility and the chance to lead a geographically dispersed team.

You will drive service delivery for the firm's end-user support, manage IT operations across offices, and partner with leadership to set priorities, improve processes, and deliver exceptional client service. The role requires 8+ years of IT leadership, ITIL expertise, and strong vendor and stakeholder management;

Qualifications

• 8+ years of progressive IT leadership experience overseeing service desk, end-user support, and related technology operations.
• Experience managing employees across multiple locations and Microsoft 365 environments.
• ITIL-aligned practices and ITSM platform experience required.
• Strong leadership, communication, and stakeholder management skills.
• Travel 10–15% as needed.

Responsibilities

• Lead service desk, end-user support, and audiovisual teams across offices.
• Define service delivery, SLAs, and performance metrics for IT services.
• Collaborate with security, finance, and business units to improve service delivery.
• Oversee asset management and vendor relationships across locations.

Skills

Leadership

ITIL

Vendor management

Communication

Stakeholder management

Microsoft 365

Education

Associate's degree in information technology, computer science, business, or related field

Bachelor's degree preferred

Tools

ITSM platform

Microsoft 365 licensing

Job description

Benesch is seeking a Senior End-User Services Manager in our Cleveland office. This hybrid role offers work-from-home flexibility and the chance to lead a geographically dispersed team.

You will drive service delivery for the firm's end-user support, manage IT operations across offices, and partner with leadership to set priorities, improve processes, and deliver exceptional client service. The role requires 8+ years of IT leadership, ITIL expertise, and strong vendor and stakeholder management;