Senior End-User Services Leader (Hybrid)

Benesch Law; Chicago (IL); Hybrid; USD 160,000 - 194,000; Full time

Job summary

Benesch Law seeks a Sr. End-User Services Manager in Chicago to lead the service desk, end-user support, and audiovisual services across multiple offices. The role demands strong leadership, strategic planning, and a focus on delivering exceptional end-user experience.

Responsibilities include managing staffing, SLAs, and IT service management platforms while collaborating with stakeholders and vendors. Hybrid work arrangement and travel up to 15% are included.

Qualifications

• Eight years of progressive IT leadership experience overseeing service desk, end-user support, audiovisual services, or related tech operations.
• Experience supporting Microsoft 365 environments and participating in Microsoft licensing, vendor management, contract renewals, or cost optimization.
• Experience managing an IT service management platform and applying ITIL-aligned practices across service delivery, reporting, documentation, incident response, vendors, and technology assets.
• Strong leadership, communication, organization, stakeholder management, and judgment are essential.
• This role involves 10%–15% travel.

Responsibilities

• Manages, coaches, and develops the service desk, end-user support, and audiovisual personnel, including setting goals and expectations, providing feedback, addressing performance concerns, and completing recurring annual performance reviews.
• Maintains staffing, scheduling, escalation, and after-hours coverage models, including the development of expanded or continuous support capabilities based on business needs.
• Leads the daily operation and continual improvement of service desk and end-user support services across all Firm offices.
• Serves as the operational owner of the Firm's IT service management platform, including configuration, workflows, routing, automation, access, dashboards, reporting, and overall effectiveness.
• Applies IT service management principles and ITIL-aligned practices to incident, service request, escalation, problem, knowledge, change, and service-level management.
• Establishes and monitors service-level agreements, service-level objectives, key performance indicators, service trends, workloads, and user-experience measures; provides meaningful reporting to IT leadership and business stakeholders.
• Maintains an effective knowledge base, standard operating procedures, escalation guides, and other operational documentation.
• Leads the Firm's audiovisual services, including direct management of audiovisual personnel, conference-room and event support, technology standards, lifecycle planning, service quality, and vendor relationships.
• Oversees end-user and audiovisual technology asset activities, including planning, procurement, inventory, deployment, refresh, recovery, and secure disposition.
• Provides operational oversight of Microsoft 365 licensing and end-user technology vendors, evaluating licensing needs, managing renewals and agreements, and monitoring vendor performance.
• Provides functional leadership during significant incidents, outages, and service disruptions; contributes to major incident, crisis management, and change-management activities; and ensures readiness for technology deployments and office projects.
• Collaborates with IT management, Information Security, Finance, office leadership, attorneys, business stakeholders, and vendors to improve service delivery, maintain appropriate controls, and support Firm initiatives across all office locations.

Skills

People Leadership

Service Delivery

IT Service Management

ITIL

Vendor Management

Education

Associate's degree in IT / CS / Business / related field

Bachelor's degree preferred

Tools

Microsoft 365 environments

IT service management platform

Microsoft licensing

Job description

Benesch Law seeks a Sr. End-User Services Manager in Chicago to lead the service desk, end-user support, and audiovisual services across multiple offices. The role demands strong leadership, strategic planning, and a focus on delivering exceptional end-user experience.

Responsibilities include managing staffing, SLAs, and IT service management platforms while collaborating with stakeholders and vendors. Hybrid work arrangement and travel up to 15% are included.