Senior IT Service Delivery Lead – End User Services

MCS Group

California (MO)

Hybrid

USD 60,000 - 74,000

Full time

8 days ago

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Benefits offered by this job

33 days leave

Pension

Life assurance

Subsidised healthcare

Job summary

MCS Group is partnering with a large, established, multi-site organisation to appoint an End User Services Manager. This senior role leads service desk, field support, end-user computing and device lifecycle management across several business locations.

Reporting to the Head of IT Services, you will drive performance, manage partners and ensure IT services remain reliable, secure and responsive.

Qualifications

Significant experience in IT service delivery or IT support management.
Experience leading service desk, field services or end-user computing.
Strong people-management, coaching and workload planning.
Good knowledge of ITIL service-management practices.
Experience handling major incidents, escalations and risk.

Responsibilities

Lead day-to-day delivery and performance of service desk and end-user computing.
Manage incidents, service requests, and communications.
Define and monitor SLAs, KPIs and customer-experience measures.
Lead major-incident responses and post-incident improvements.
Develop direct reports and wider operational teams.
Plan resources to meet demand and regional coverage.
Oversee device lifecycle including deployment, refresh and stock control.
Ensure onboarding, provisioning, access requests and leaver processes.