Senior Global End User Services Leader

Rapid7; Boston (MA); In loco; USD 142.000 - 192.000; Tempo pieno

Descrizione del lavoro

Rapid7 seeks a Senior Manager of End User Services to lead global end-user support operations for ~2,500 employees across 16 offices, driving proactive, experience-led workplace technology and a modern ITSM posture.

You will mentor a distributed team, collaborate with Workplace, Facilities, Infrastructure and Security, manage budgets and vendors, and establish metrics like SLAs, CSAT, MTTR for premium service.

Competenze

• 3 years of experience managing and mentoring multi-level, geographically distributed IT support teams.
• Deep technical expertise across modern endpoint management solutions (Intune, Jamf, Automox, Admin by Request).
• Strong ITIL/ITSM framework implementation and service management platforms.
• Experience managing hardware, software, and vendor budgets for large-scale environments.
• Track record of breaking roadmaps into milestones and deploying automated workflows.

Mansioni

• Own end-to-end delivery of global end user service operations, including Tier 2 support, VIP/exec services, deskside support, hardware lifecycle management, and collaboration tools.
• Define and execute a multi-year EUS roadmap with self-service and workflow automation.
• Lead and mentor a geographically distributed team of regional managers and specialists.
• Partner with Workplace, Facilities, Infrastructure, and Security to support real estate expansions and hybrid readiness.
• Manage global EUS budget, vendor partnerships, and hardware/software contracts.
• Establish and monitor SLAs, CSAT, MTTR, and backlog health to drive improvements.
• Serve as the senior escalation lead for critical incidents and post-incident analysis.

Conoscenze

Team leadership

Endpoint management

ITIL/ITSM

Vendor management

Budget management

Strumenti

ServiceNow

Freshservice

Jira Service Management

Descrizione del lavoro

Rapid7 seeks a Senior Manager of End User Services to lead global end-user support operations for ~2,500 employees across 16 offices, driving proactive, experience-led workplace technology and a modern ITSM posture.

You will mentor a distributed team, collaborate with Workplace, Facilities, Infrastructure and Security, manage budgets and vendors, and establish metrics like SLAs, CSAT, MTTR for premium service.