Senior Manager End User Services

Requirements

• Experience integrating endpoint security tooling (EDR, vulnerability management) and building compliance reporting in partnership with Security/Compliance.
• Experience in IT asset man agement tools ( e.g ., Intune, Assets, LanSweeper )
• Experience supporting global/distributed teams and managing vendors/managed service providers.
• Familiarity with enterprise conference room solutions and standards
• Certifications are a plus: ITIL, Microsoft, Intune, Atlassian
• As Cerence looks to the future and continues an ambitious growth agenda, we need someone to join the team and help build the future of v

Benefits

Additional Information

A Moving Experience. Management Lead, mentor, coach and develop the End-user Services team; evolve the operating model (intake, prioritization, escalations, vendor coordination) and ensure consistent execution. Own service performance and continuous improvement using KPIs/SLA/CSAT, problem management, and knowledge/runbook standards. Manage budget and licensing for end-user services (devices, tooling, MSPs ). Own KPI and SLA reporting, including the development of executive-ready dashboards. Participates in training, audits, system readiness testing and assists the organization in maintaining its compliance requirements Support Oversee day-to-day end-user support across global offices and remote users. Manage the service desk partner (MSP) and workflows (e.g., Jira Service Management), including escalations, reporting, and quality controls. Own onboarding/offboarding and device lifecycle (provisioning, inventory, refresh, returns, and secure disposal); drive self-service and employee experience improvements including service desk knowledge base accuracy Unified Communications Own the administration, reliability, and support model for collaboration and communications platforms (e.g., Teams/Zoom, conferencing, voice/messaging). Standardize meeting room technology and user guidance; partner with infrastructure/network teams to monitor and improve voice/video quality. Manage UC policies and vendors in alignment with security/compliance requirements, including periodic service reviews and renewals. Device Engineering Own endpoint engineering standards and lifecycle for laptops and mobile devices, including asset management, allowed software, and vendor coordination. Administer endpoint and asset management platforms (e.g., Intune/Lansweeper): enrollment, compliance, configuration baselines, application deployment, and update strategies. Maintain secure device posture with Security (patching, encryption, EDR integration, vulnerability remediation) and drive reliability improvements through monitoring and proactive remediation. Projects Plan and deliver end-user services projects end-to-end (requirements, rollout, communications, training, and post-launch support) with clear timelines, risks, and status reporting. Lead initiatives such as device refresh cycles, endpoint security improvements, collaboration platform enhancements, and ITSD process/tooling upgrades. Coordinate cross-functional dependencies (infrastructure, security, business teams) and drive standardization, scalability, and automation to improve the global employee experience. Required Qualifications: Bachelor's degree or equivalent experience. 8 + years of experience in end-user IT services including 4 years in a people managemen t capacity. Strong understanding of IT service management fundamentals (incident/request/problem/change), service metrics, and customer experience practices. Hands-on experience administering and supporting endpoint (Windows, MacOS and Linux) and identity ecosystems and core productivity tooling. Experience supporting unified communications platforms (e.g., Teams/Zoom), meeting room systems, and basic telephony/voice workflows. Demonstrated ability to plan, organize, and deliver projects, including change management and stakeholder communications. Excellent written and verbal communication skills; ability to translate technical issues into clear business impact and next steps. Experience managing operating and capital expense budgets, building business cases, developing strategy plans, and communicating to executive level team . Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and knowledge management practices.

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Company Intel

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