Senior End-User Services Leader - Hybrid, ITIL-Driven

Benesch, Friedlander, Coplan & Aronoff; Cleveland (OH); Hybrid; USD 150,000 - 182,000; Full time

Benefits offered by this job

Discretionary bonus

Benefits package

Job summary

Benesch, Friedlander, Coplan & Aronoff in Cleveland seeks a Senior End-User Services Manager to lead the service desk, end-user support, and audiovisual services across offices. You will shape service delivery, establish ITIL-aligned processes, and partner with leadership to drive improvements.

This role requires 8+ years of IT leadership, experience with Microsoft 365, vendor management, and strong communication.

Qualifications

• Associate's degree in information technology, computer science, business, or related field; bachelor’s preferred.
• Progressive IT leadership experience overseeing service desk, end-user support, or audiovisual services.

Responsibilities

• Lead the service desk, end-user support, and audiovisual personnel across multiple locations.
• Oversee IT service management platform, workflows, and reporting; ensure SLAs and KPIs are met.
• Develop and maintain knowledge base, SOPs, and escalation guides.
• Collaborate with management, security, and stakeholders to improve service delivery.

Skills

IT leadership

Service desk

End-user support

Audiovisual services

Microsoft 365

Vendor management

ITIL

Stakeholder management

Communication

Education

Associate's degree in IT/CS

Bachelor's degree preferred

Tools

ITIL framework

Job description

Benesch, Friedlander, Coplan & Aronoff in Cleveland seeks a Senior End-User Services Manager to lead the service desk, end-user support, and audiovisual services across offices. You will shape service delivery, establish ITIL-aligned processes, and partner with leadership to drive improvements.

This role requires 8+ years of IT leadership, experience with Microsoft 365, vendor management, and strong communication.