Sr. End-User Services Manager

Benesch; Cleveland (OH); Hybrid; USD 150,000 - 182,000; Full time

Benefits offered by this job

Discretionary bonus

Comprehensive benefits package

Job summary

Benesch seeks a Senior End-User Services Manager in Cleveland, Ohio, with hybrid work flexibility. This role leads the Firm's service desk, end-user support, and audiovisual services across multiple locations, shaping the service delivery strategy and roadmap.

The position requires 8+ years in IT leadership, strong ITIL knowledge, and experience with Microsoft 365 licensing and vendor management. Travel is 10%–15%, and a discretionary bonus is offered along with comprehensive benefits.

Qualifications

• Associate degree or equivalent; Bachelor's preferred.
• 8+ years of progressive IT leadership experience in service desk, AV, or related tech ops.
• Experience with Microsoft 365 environments and licensing; vendor management and cost optimization.
• Experience managing an ITSM platform and applying ITIL-aligned practices.
• Strong leadership, communication, and stakeholder management.
• Willingness to travel 10%–15%.

Responsibilities

• Lead service desk, end-user support, and AV personnel across offices.
• Oversee IT service management platform, workflows, and KPI reporting.
• Manage AV services, technology assets, and vendor relationships.
• Provide incident leadership during significant outages and deployments.
• Collaborate with IT leadership, information security, finance, and stakeholders.

Skills

IT leadership

Service desk management

Vendor management

ITIL practices

Microsoft 365

Communication

Education

Associate's degree in IT or related field

Bachelor's degree preferred

Tools

ITSM platform

Microsoft 365 licensing tools

Job description

Who We Are

At Benesch we pride ourselves on exceeding expectations and building trust not only with our clients but with our employees - Benesch's #1 asset. Committed to providing not only the highest level of legal service to our clients, Benesch also aspires to create a positive work environment for our employees. Our Firm continues to earn placement on Chicago and Cleveland's Top Workplaces list, along with Cleveland's NorthCoast 99 Top Workplaces rankings. We also continue to advance on the AmLaw 150 list, placing us among the top 150 law firms in the country.

Working with Us - Come and "Be Benesch!"

We are one of the fastest growing firms in the nation, and have offices in Chicago, Cleveland, Columbus, Miami, New York City, San Francisco, and Wilmington. We continue to expand our geographic footprint and value the talent that comprises each of our locations. If you are someone who champions a First in Service approach and are ready to be part of an exciting and growing Firm, we would invite you to apply to join our team.

Want to know more? To hear from some of our team, click here: https://www.beneschlaw.com/careers/index.html

Position Summary

Benesch is proud to announce the opening for a Sr. End-User Services Manager in our Cleveland office! This position is hybrid and has work from home flexibility.

Are you an experienced End-User Services Manager who is looking for that next challenge to help mold a department and bring it to that next level of service? Do you thrive on a challenge and the opportunity to work with an established team? Are you looking to be the leader of a growing department and manage multiple locations? Then our Sr. End-User Services Manager position might be your next career move. This role is for the seasoned manager who is excited about helping establish new focuses and directions, help cultivate talent, be the face of support to our stakeholders and create a winning department that provides exemplary services to Benesch.

The Senior End-User Services Manager provides strategic and operational leadership for the Firm's service desk, end-user technology support, and audiovisual services across all Benesch offices. This highly visible role contributes to and executes service-delivery strategy, operating model, technology roadmap and vendor investment priorities o deliver responsive, secure, consistent, and business-focused support to attorneys and professional staff. The Senior End-User Services Manager leads a geographically dispersed team, drives enterprise-wide service transformation and continual improvement, and serves as a trusted advisor to Firm leadership, business stakeholders, IT teams, and external service providers.

This role is expected to exemplify Benesch Core Values through building trust, respect, effective communication, strong relationship building, collaborative problem-solving, and responsiveness to client and business needs. The Senior End-User Services Manager consistently demonstrates accountability and commitment to exceeding service expectations in support of the Firm's goal of providing the finest legal experience for all clients.

Essential Functions:

People Leadership and Service Delivery

1. 1. Manages, coaches, and develops the service desk, end-user support, and audiovisual personnel, including setting goals and expectations, providing feedback, addressing performance concerns, and completing recurring annual performance reviews.
2. 2. Maintains effective staffing, scheduling, escalation, and after-hours coverage models, including the development of expanded or continuous support capabilities based on business needs.
3. 3. Leads the daily operation and continual improvement of service desk and end-user support services across all Firm offices.

IT Service Management and Performance

1. 4. Serves as the operational owner of the Firm's IT service management platform, including configuration, workflows, routing, automation, access, dashboards, reporting, and overall effectiveness.
2. 5. Applies IT service management principles and ITIL-aligned practices to incident, service request, escalation, problem, knowledge, change, and service-level management.
3. 6. Establishes and monitors service-level agreements, service-level objectives, key performance indicators, service trends, workloads, and user-experience measures; provides meaningful reporting to IT leadership and business stakeholders.
4. 7. Maintains an effective knowledge base, standard operating procedures, escalation guides, and other operational documentation.

Audiovisual Services and Technology Assets

1. 8. Leads the Firm's audiovisual services, including direct management of audiovisual personnel, conference-room and event support, technology standards, lifecycle planning, service quality, and vendor relationships.
2. 9. Oversees end-user and audiovisual technology asset activities, including planning, procurement, inventory, deployment, refresh, recovery, and secure disposition.
3. 10. Provides operational oversight of Microsoft 365 licensing and end-user technology vendors, evaluating licensing needs, managing renewals and agreements, and monitoring vendor performance.

Incident Response and Stakeholder Collaboration

1. 11. Provides functional leadership during significant incidents, outages, and service disruptions; contributes to major incident, crisis management, and change-management activities; and ensures readiness for technology deployments and office projects.
2. 12. Collaborates with IT management, Information Security, Finance, office leadership, attorneys, business stakeholders, and vendors to improve service delivery, maintain appropriate controls, and support Firm initiatives across all office locations.

Qualifications:

The Senior End-User Services Manager must have an associate's degree in information technology, computer science, business, or a related field, or an equivalent combination of education and experience; a bachelor's degree is preferred. Candidates must have at least eight years of progressive IT leadership experience overseeing service desk, end-user support, audiovisual services, or related technology operations, including managing employees across multiple locations. Experience supporting Microsoft 365 environments and participating in Microsoft licensing, vendor management, contract renewals, or technology cost optimization is required. Experience managing an IT service management platform and applying ITIL-aligned practices across service delivery, reporting, documentation, incident response, vendors, and technology assets is required. Strong leadership, communication, organization, stakeholder management, and judgment are essential. Experience in a regulated or high-touch professional services environment, ITIL certification, and involvement in office projects, technology refreshes, or service-improvement initiatives are preferred. This role requires 10%–15% travel, with additional travel based on business and project needs.

The salary range for this position is $150K to $182K.

Please note that quoted salary ranges are based on Benesch's reasonable expectations at the time of the job posting and are not a guarantee of what final salary offers may be. Base pay is based on market location and may vary depending on job-related knowledge, skills, and experience. Base pay is only one part of the Total Rewards that Benesch provides to compensate and recognize our staff professionals for their work. Full-time positions are eligible for a discretionary bonus and a comprehensive benefits package.

Benesch is an equal opportunity employer. We strongly value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact the Benesch Human Resources Department by phone at 216-363-4578 or email at [e-mail].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities