Senior Manager End User Services

VB Spine

Leesburg (VA)

Hybrid

USD 100,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Comprehensive health, dental, and vision insurance

401(k) with company match

Paid time off (PTO) and holidays

Ongoing training and professional development opportunities

Job summary

A leading medical device company is seeking a Senior Manager, End User Services to enhance its global IT Help Desk and end user technology experience. The ideal candidate will lead a mission-focused team, manage staffing across time zones, and collaborate with various departments to ensure high-quality support. This role offers competitive compensation and benefits, including comprehensive health and professional development opportunities.

Qualifications

8+ years of progressive IT experience.
3+ years in people leadership or service delivery management roles.
Experience managing global IT Help Desk or End User Services organizations.

Responsibilities

Lead the global IT Help Desk organization.
Manage on-site IT support presence across locations.
Develop a roadmap for end user experience modernization.

Skills

Leadership

Communication

Analytical skills

Customer service

Problem-solving

Education

Bachelor’s degree in Information Technology or related field

ITIL certification

Tools

ServiceNow ITSM

Microsoft Intune

SCCM

Job description

Overview

Location: Leesburg, VA

Company: VB Spine

Looking for a career where your work truly matters? At VB Spine, you’ll be part of a mission-focused team that supports surgeons during life-changing spinal procedures. We’re looking for driven individuals ready to learn quickly, adapt under pressure, and grow in a dynamic, fast-paced environment.

As a Senior Manager, End User Services, you will lead global delivery and continuous improvement of VB Spine’s end user technology experience — encompassing IT Help Desk services, end user devices (laptops, mobile devices, tablets), and on-site support operations. This role is responsible for ensuring a secure, reliable, and responsive support environment that enables every employee to work efficiently and productively, regardless of location.

Reporting to the Director of Infrastructure, this individual will oversee the global IT Service Desk (Level 1 and Level 2 support), manage on-site walk-up IT centers at VB Spine’s key facilities, and ensure seamless end user device lifecycle management. The Senior Manager will partner closely with the global IT organization, Cybersecurity, and Business Applications teams to deliver a consistent and modern digital workplace experience aligned with the company’s strategic goals.

The Senior Manager will oversee a hybrid delivery model consisting of both internal VB Spine IT staff and outsourced service partners ("managed services") responsible for global Help Desk coverage. This individual will ensure seamless coordination across all teams to deliver consistent, high-quality support 24/7.

What You’ll Do

Lead the global IT Help Desk organization, including both in-house and outsourced resources, ensuring high-quality, 24/7 end user support across all regions, languages, and functions.
Serve as the primary interface with external Managed Service Providers (MSPs) responsible for Level 1 and Level 2 support, establishing clear SLAs, KPIs, and governance mechanisms.
Conduct regular business reviews with partners and internal teams to assess service performance, customer satisfaction, and opportunities for improvement.
Manage staffing plans and coverage models across time zones to ensure consistent support for all global users.
Implement proactive monitoring and escalation processes to reduce downtime and improve response time across both delivery models.

Device & Endpoint Management

Own the global lifecycle management of all end user devices (procurement, deployment, configuration, maintenance, and retirement).
Standardize device configurations, imaging, and security baselines across Windows, macOS, iOS, and Android platforms.
Partner with Cybersecurity to ensure compliance with endpoint protection, MDM (Intune/ABM), and encryption policies.
Manage vendor relationships for hardware procurement, warranty, and lease programs.
Oversee the design and implementation of a robust global device refresh program.

On-Site & Regional Support

Lead the on-site IT support presence at VB Spine’s Global Headquarters (Leesburg, VA), Manufacturing Facility (Cestas, France), and any other locations that are deemed critical.
Ensure consistent walk-up and “white glove” executive support services for critical users and events.
Coordinate with regional infrastructure leads to deliver on-the-ground support across all other international offices.

Strategy, Continuous Improvement & Leadership

Develop a multi-year roadmap for end user experience modernization, including digital workplace initiatives and user-centric metrics.
Identify and implement opportunities for automation, AI chatbots, and predictive analytics in support operations.
Foster a customer-first culture across the End User Services team, ensuring responsiveness, empathy, and excellence in every interaction.
Manage a global team of analysts, technicians, and service partners, including mentoring, coaching, and career development.
Drive collaboration across IT Infrastructure, Cybersecurity, and Business Applications to deliver an integrated support ecosystem.
Build and maintain strong partnerships with third-party service providers while fostering integration and collaboration with internal VB Spine IT teams to deliver a unified user experience.

What You Bring

Bachelor’s degree in Information Technology, Computer Science, or a related field required.
ITIL certification (Foundation or higher) strongly preferred.
Experience or certification in ServiceNow IT Service Management (ITSM) modules strongly preferred (e.g., Incident, Request, Knowledge, CMDB).
Certifications in endpoint management platforms (Microsoft Intune, Jamf, SCCM) or equivalent desirable.
Training or certifications in leadership, customer service management, or service delivery excellence (HDI, COBIT, etc.) preferred.
Minimum 8+ years of progressive IT experience, including 3+ years in people leadership or service delivery management roles.
Proven experience managing global IT Help Desk or End User Services organizations in a mid-size to large enterprise.
Strong knowledge of ITSM frameworks (ServiceNow preferred) and global support models (follow-the-sun, outsourced partnerships).
Demonstrated expertise in endpoint management and MDM technologies (e.g., Microsoft Intune, Apple Business Manager, SCCM, JAMF).
Experience supporting hybrid / remote work environments and multi-site operations.
Exceptional leadership, communication, and customer service skills.
Ability to influence, motivate, and build trust across diverse global teams.
Experience in regulated industries (medical device, life sciences, or healthcare) is a plus.
Experience managing hybrid IT delivery models with a mix of internal teams and outsourced Managed Service Providers (MSPs), including vendor governance and performance management.

Physical Requirements

Ability to work in a fast-paced environment and manage multiple priorities
Strong analytical, problem-solving, and decision-making skills.
Occasional travel to company site and vendor locations may be required.

Why VB Spine?

We believe in growing talent from within. At VB Spine, join a high-performing team, benefit from peer and executive mentorship, and shape strategy in the dynamic field of medical sales—positioning yourself to influence growth and innovation across the organization.

Compensation

Pay for this role is competitive and based on experience, with additional factors like territory requirements, qualifications, and performance taken into account. Final compensation is determined on acase-by-case basis and considers a variety of factors, including experience level, skillset, and market conditions.

Benefits Include