Sr. Manager, End User Computing & Service Desk

Konica Minolta Business Solutions Canada; Ramsey (NJ); On-site; USD 150,000 - 190,000; Full time

Job summary

Konica Minolta Business Solutions Canada is seeking a Senior Manager to lead the End User Computing and Service Desk, delivering reliable, secure IT support and driving enterprise-wide improvements across Windows, macOS, and mobile endpoints.

This role sets ITIL-based practices, oversees incident and change management, and partners with security, finance, and vendors to optimize spend, SLAs, and user satisfaction.

Qualifications

• Extensive IT budgeting and cost-management experience.
• Proven leadership of large EUC/Service Desk teams.
• Strong knowledge of ITIL frameworks and service-delivery metrics.

Responsibilities

• Lead KMBS US Service Desk and End User Computing operations.
• Drive SLA compliance, first-call resolution, and user satisfaction metrics.
• Oversee endpoint strategy: Windows upgrades, Intune adoption, modern management.
• Implement ITIL processes: incident, problem, change management.
• Manage device lifecycle, provisioning, deployment, and vendor coordination.
• Ensure endpoint security and regulatory compliance across devices.

Skills

Leadership

Collaboration

Adaptability

Communication

Education

Bachelor's degree in IT/CS or related

Tools

Microsoft Intune

Autopilot

Windows 11 Enterprise

macOS

Microsoft 365

ServiceNow

Job description

The Sr. Mgr, End User Computing & Service Desk will lead and manage enterprise endpoint operations and the Service Desk, ensuring reliable, secure, and efficient IT support services for all end users. This role is accountable for end-to-end service delivery across Service Desk and End User Computing, driving operational excellence, user satisfaction, and continuous improvement. The position will also lead endpoint modernization initiatives, implement ITIL best practices, and align IT operations with business goals to enhance overall productivity and service quality.

Responsibilities

Service Desk Leadership & Operations

• Own and manage the KMBS US Service Desk, including Tier 1 support operations
• Ensure high-quality incident intake, triage, escalation, and resolution processes
• Drive SLA compliance, first-call resolution, and end-user satisfaction metrics
• Establish and optimize call handling, ticket routing, and knowledge management processes
• Lead workforce planning, scheduling, and coverage models for Service Desk operations
• Partner with End User Computing for effective escalation and issue resolution

Endpoint Strategy & Modernization

• Execute the enterprise endpoint strategy across Windows, macOS, and mobile platforms
• Lead major initiatives such as Windows upgrades, Intune adoption, and modern management transformation
• Establish hardware standards, lifecycle policies, and device management frameworks

ITIL Service Management

• Implement and uphold ITIL-based processes across Service Desk and End User Computing:
• Incident Management
• Problem Management
• Change Management
• Identify recurring issues, perform root cause analysis, and drive continuous improvement
• Ensure service delivery meets defined SLAs and operational performance targets

End User Computing

• Oversee daily desktop support operations, including ticket and queue management
• Monitor incident and request volumes, backlog, and resolution performance
• Drive operational discipline through daily/weekly service reviews and reporting
• Ensure service continuity and rapid response to business‑critical issues

Team Leadership & Management

• Lead, mentor, and develop Service Desk and End User Computing teams
• Manage workload distribution, escalation handling, and performance accountability
• Oversee staffing models, including after-hours support and on-call rotations
• Foster a high-performance, customer-focused support culture

Device Lifecycle & Deployment Management

• Oversee end-to-end device lifecycle management: procurement, configuration, deployment, refresh, and retirement
• Lead enterprise-wide device deployments and upgrades across multiple business units
• Coordinate with 3rd Party Vendors and infrastructure teams on build and deployment standards

Endpoint Security & Compliance

• Implement and enforce endpoint security controls and compliance standards
• Partner with security and compliance teams to support regulatory initiatives
• Ensure patching, encryption, and device protection policies are consistently applied

Vendor & Financial Management

• Manage vendor relationships for hardware, services, and staffing
• Review invoices, track spend, and support budgeting and forecasting activities
• Optimize costs and support financial accountability across End User Computing and Service Desk operations

Cross-Functional Collaboration

• Collaborate with infrastructure, security, and application teams to deliver integrated solutions
• Act as an escalation point for enterprise end-user issues
• Support enterprise initiatives such as M365, endpoint security, and workplace modernization

Qualifications

IT Budgeting & Cost Management

• Understanding financial planning
• Procurement and resource allocation
• Strong analytical skills to assess risks, conduct audits, and identify areas for improvement

Abilities

• Leadership – Provide leadership and direction to a highly technical team and ensure compliance with regulatory requirements
• Collaboration – Work closely with internal stakeholders, including IT, Finance, and external auditors, to ensure compliance
• Adaptability – Stay current with changes in laws and regulations that may impact IT compliance and adapt policies and procedures accordingly

Technical Skills

• Endpoint Management: Microsoft Intune, Autopilot
• Operating Systems: Windows Enterprise 11, macOS
• Microsoft 365 ecosystem (Teams, OneDrive, security controls)
• ITSM tools (ServiceNow)
• Device provisioning and lifecycle management (Autopilot)

Professional Experience

• 10+ years of experience in IT infrastructure, service desk, or end-user computing
• 5+ years of experience managing Service Desk and Desktop Support, EUC teams
• Proven experience leading enterprise IT support operations and large endpoint environments
• Demonstrated success improving service delivery, SLAs, and end‑user experience

Operational & Business Skills

• Strong knowledge of ITIL frameworks and service management practices
• Experience managing service delivery metrics, SLAs, KPIs, and customer satisfaction scores
• Vendor management and financial oversight experience
• Strong communication skills with the ability to engage technical teams and executive leadership

Preferred Qualifications

• Bachelor's degree in information technology, Computer Science, or related field
• 7+ years’ experience leading combined Service Desk + End User Computing organizations
• 7+ years experience with endpoint modernization (Intune, Windows 11, DaaS)
• Experience supporting distributed, multi-location organizations
• Familiarity with ServiceNow

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.