Senior Manager, End User

Responsibilities

• Leadership & Strategy
• Lead and scale a high-performing End User Services team across Service Desk, Desktop Support, and Field Services.
• Set and execute a multi-year roadmap for service maturity, automation, and user experience.
• Partner with the Senior Director of IT Operations on strategy, priorities, and execution.
• Work with IT, Security, Infrastructure, and Lab Operations to align services with business priorities.
• Lead a distributed multi-site team with consistent service, standards, and engagement.
• Foster a high-accountability, service-focused culture of ownership, responsiveness, and improvement.
• Service Model & Support Coverage
• Design a scalable 24x7, follow-the-sun support model.
• Define the right mix of internal staff and managed service providers.
• Set clear escalation paths, handoffs, and on-call models.
• Lead coordination and response to major incidents and critical outages.
• Technical Leadership & Escalation Management
• Serve as the senior escalation point for complex Tier 3 issues.
• Lead major incidents and root cause analysis to prevent recurrence.
• Partner with Advanced Operations Team to resolve cross-functional issues and improve systems.
• Set standards for advanced troubleshooting, documentation, and knowledge transfer.
• Act as a player-coach with strong technical credibility.
• AI Enablement & Automation
• Drive AI-powered support, including virtual agents, auto-resolution, and knowledge mining.
• Use automation to reduce tickets and improve MTTR.
• Use Microsoft Copilot, Power Automate, and FreshService automation to modernize service delivery.
• Drive shift-left through self-service and better knowledge management.
• ITSM & Service Delivery Excellence
• Own and mature ITSM processes: Incident, Request, Problem, Change, and Knowledge Management.
• Align with ITIL best practices and continuous improvement.
• Optimize FreshService workflows, SLAs, and reporting.
• Manage SLAs, XLAs, and KPIs aligned to business needs.
• Provide dashboards and insights to IT leadership.
• Team Performance & Reporting
• Set and manage performance metrics for individuals, teams, and services.
• Track KPIs such as CSAT, MTTR, first contact resolution, backlog, SLA attainment, and deflection.
• Lead goal setting, coaching, and accountability.
• Deliver structured reporting cadences (e.g. weekly operational reports, monthly service reviews, quarterly executive summaries for IT and C-level leaders.
• Use automation and AI to streamline reporting.
• Turn metrics into executive-ready insights.
• Drive improvement through trend analysis, forecasting, and capacity planning.
• Microsoft Ecosystem & Endpoint Management
• Serve as a hands-on technical leader across:
• Active Directory and Azure AD (Entra ID), including identity, auth, GPOs, and conditional access
• Microsoft 365, including Exchange Online, Teams, and SharePoint
• Endpoint management, including Intune, and Autopilot.
• Lead identity lifecycle, endpoint standards, and cloud adoption.
• Ensure secure, compliant use of Microsoft technologies.
• Audio-Visual (AV) & Collaboration Technology Sup

Additional Information

At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a purpose driven environment. This is what we call the Veracyte way - it's about how we work together, guided by our values, to give clinicians the insights they need to help patients make life-changing decisions. Our Values: We Seek A Better Way : We pursue bold ideas, embrace complexity, and keep pushing forward. We Make It Happen : We act with urgency, deliver with excellence, and always find a way. We Are Stronger Together : We engage with empathy, align around what's best for Veracyte, and celebrate as one team. We Care Deeply : We show up with integrity, kindness, and respect for one another. The Position: We seek a strategic, technically strong Senior Manager of End User Services to lead and evolve support for a ~1,000-employee organization across corporate and lab environments. This role owns end-to-end service delivery, including Service Desk, Desktop Support, endpoint management, user lifecycle services, and collaboration tools. The ideal candidate combines technical depth, operational excellence, and leadership, with success modernizing support through AI, automation, and strong ITSM practices. You will partner closely with the Senior Director of IT Operations, engage senior IT leaders including the VP of IT Operations and CIO, and serve as both a strategic partner and technical escalation point for complex issues affecting critical business and lab operations. This multi-site role requires regular engagement with distributed teams and periodic travel between key locations to maintain alignment, service quality, and user experience.

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