Manager, Global Helpdesk & End‑User Services
J.S. Held LLCCore Responsibilities
This senior technology leader is responsible for shaping, scaling, and modernizing the firm’s global helpdesk and end-user support model, balancing strategic design with hands-on execution to ensure stable operations while building next-generation service capabilities. Key duties include leading multi-tier support teams, owning customer experience metrics, designing global service protocols, and driving the strategic use and optimization of platforms like ServiceNow and Azure AD/Entra ID.
Requirements
Candidates must possess 12+ years in IT support and service management, including 5+ years leading scaled, multi-tier helpdesk organizations and experience designing global service models. Essential technical knowledge includes proficiency with ServiceNow and understanding of Entra ID/Azure AD, Conditional Access, and Intune, alongside proven success in improving key service metrics.
Key Skills & Technologies
Additional Information
Experience Level
5-10
Job Language
English
Work Mode
Remote