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 protocols. Key duties include leading a multi-tier helpdesk, owning customer experience metrics, driving the strategic use of ServiceNow, and acting as the communication bridge between support and engineering teams.
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, Azure AD/Entra ID, and Intune, alongside exceptional English communication skills.
Key Skills & Technologies
Additional Information
Experience Level
5-10
Job Language
English
Work Mode
Remote