Senior Manager, Enterprise IT Services

Overview Sr. Manager – Enterprise IT Services The Sr. Manager, Enterprise IT Services is responsible for leading and developing a high-performing IT support & onboarding teams that delivers exceptional, efficient, and scalable technical support services. This role focuses on team building, fostering a positive culture, and driving operational excellence through structured workflows, best practices, and continuous improvement initiatives. The ideal candidate will be a collaborative leader who inspires their team, enhances IT service processes, and ensures end-users receive timely, high-quality technical support. This role will establish clear workflows, metrics-driven performance strategies, and a customer-focused culture that aligns with business needs. Responsibilities Build, mentor, and develop a high-performing IT Service Desk and other technical support teams with a strong focus on collaboration, availability, accountability, and service excellence Drive automation and self-service initiatives or adoption, improving user productivity and reducing support dependencies Manage and optimize ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice) to improve ticketing, tracking, and reporting Own the onboarding/offboarding IT support experience, ensuring seamless technology transitions for employees Encourage a customer-first mindset, ensuring IT support is a trusted and valued partner within the organization Define and enforce SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) to measure team performance and customer satisfaction Manage vendor relationships related to hardware, software, ITSM platforms, and outsourced support services Leverage ITIL best practices and IT Service Management (ITSM) frameworks to design and implement efficient, scalable, and well-documented IT support workflows to optimize service delivery Ensure efficient escalation management, collaborating with Cloud, Security, and Infrastructure teams to resolve complex technical issues Partner with HR and Facilities to streamline IT support workflows for workforce changes and new hire support Qualifications Bachelor's degree in Computer Science, Information Technology, related field, or equivalent work experience) 8+ years of experience in IT support services, service desk management, or end-user services, with 5+ years in a leadership role Proven track record of building, leading, and mentoring high-performing IT support teams Strong expertise in ITSM platforms, service workflows, and IT support operations Exceptional communication and people leadership skills, with the ability to inspire and engage teams Strong understanding of customer service principles, user experience improvements, and service delivery best practices Preferred: Experience with cloud-based IT support environments (Microsoft 365, Intune, JAMF, etc.) and in-house developed applications Familiarity with modern IT support technologies, including AI-driven service desks, automation tools, and self-service portals Background in healthcare, financial services, or other highly regulated industries is a plus Pay Range USD $160,000.00 - USD $170,000.00 /Yr. Originally posted on Himalayas