Senior End-User Services Leader | Hybrid IT & AV

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

Benefits offered by this job

Comprehensive benefits package

Discretionary bonus

Job summary

Benesch seeks a Senior End-User Services Manager in Chicago to lead the firm’s service desk, end-user support, and audiovisual services across offices. This senior role requires strategic leadership, process improvement, and collaboration with stakeholders and vendors in a hybrid environment.

You will shape the service delivery model, drive ITIL-aligned practices, and ensure responsive, secure technical support for attorneys and staff at Benesch.

Qualifications

• Associate's degree in IT/CS/Business or equivalent experience; bachelor's preferred.
• At least eight years of progressive IT leadership overseeing service desk, end-user support, audiovisual services, or related ops.
• Experience with Microsoft 365 environments, licensing, vendor management, and renewals.
• Experience managing an IT service management platform and applying ITIL practices across service delivery and reporting.
• Strong leadership, communication, organization, stakeholder management, and judgment.

Responsibilities

• Lead service desk, end-user support, and audiovisual teams across multiple offices.
• Oversee IT service management platform, workflows, dashboards, and reporting.
• Apply ITIL-aligned practices to incidents, service requests, escalations, problems, knowledge, changes, and SLAs.
• Establish and monitor SLAs, objectives, KPIs, workloads, and user-experience measures with reporting.
• Maintain knowledge base, SOPs, escalation guides, and operational documentation.
• Collaborate with stakeholders and vendors to improve service delivery and controls.

Skills

IT leadership

Stakeholder management

Team leadership

Communication

Education

Associate degree in IT/CS/Business

Bachelor’s degree preferred

Tools

Microsoft 365

IT service management platform

Job description

Benesch seeks a Senior End-User Services Manager in Chicago to lead the firm’s service desk, end-user support, and audiovisual services across offices. This senior role requires strategic leadership, process improvement, and collaboration with stakeholders and vendors in a hybrid environment.

You will shape the service delivery model, drive ITIL-aligned practices, and ensure responsive, secure technical support for attorneys and staff at Benesch.