Manager End User Services

Maverick Technology Partners; Lexington (MA); On-site; USD 140,000 - 180,000; Full time

Job summary

Maverick Technology Partners is seeking a Senior Manager to build and own a brand-new End User Services function, overseeing a 4-person onsite desktop/support team and driving IT operations initiatives, workplace technology, endpoint compliance, vendor governance, and service analytics.

The ideal candidate remains hands-on and technical while taking ownership of strategic roadmap, ensuring strong SLA management, ITSM tooling, and familiarity with AI-enabled service tools to support regulated

Qualifications

• 10+ years in End User Services.
• Experience overseeing service operations, ITSM tools, service analytics/reporting.
• Experience managing vendors/MSPs, SLAs, and performance accountability.
• Some familiarity with AI-enabled service tools.

Responsibilities

• Build and own End User Services function.
• Oversee a 4-person onsite desktop/support team.
• Drive broader IT operations initiatives, workplace technology, endpoint compliance.
• Oversee vendor governance and service analytics.

Skills

End User Services

Vendor management

Service analytics

Strategic roadmap ownership

Tools

ITSM tools

FreshService

Microsoft Intune

Microsoft 365

Job description

A biotechnology company is hiring a Senior Manager to build and own a brand-new End User Services function. They will oversee a 4-person onsite desktop/support team and drive broader IT operations initiatives, workplace technology, endpoint compliance, vendor governance, and service analytics. Ideal candidate is still hands-on and technical and capable of strategic roadmap ownership.

Must Haves:

• 10+ years in End User Services
• Experience overseeing service operations, ITSM tools, service analytics/reporting
• Experience managing vendors/MSPs, SLAs, and performance accountability
• Some familiarity with AI-enabled service tools

Nice to Haves:

• Experience in regulated industries (biotech, pharma, healthcare)
• Familiarity with FreshService, Microsoft Intune, Microsoft 365
• Dual background blending IT and project management