About this opportunity
Konica Minolta Business Solutions Canada lists this Sr. Mgr, End User Computing & Service Desk opportunity in ramsey, New Jersey. Review the employer’s description below for duties, qualifications and application requirements.
Job description
The Sr. Mgr, End User Computing & Service Desk will lead and manage enterprise endpoint operations and the Service Desk, ensuring reliable, secure, and efficient IT support services for all end users. This role is accountable for end-to-end service delivery across Service Desk and End User Computing, driving operational excellence, user satisfaction, and continuous improvement. The position will also lead endpoint modernization initiatives, implement ITIL best practices, and align IT operations with business goals to enhance overall productivity and service quality.
Responsibilities
Service Desk Leadership & Operations
Own and manage the KMBS US Service Desk, including Tier 1 support operations
Ensure high-quality incident intake, triage, escalation, and resolution processes
Drive SLA compliance, first-call resolution, and end-user satisfaction metrics
Establish and optimize call handling, ticket routing, and knowledge management processes
Lead workforce planning, scheduling, and coverage models for Service Desk operations
Partner with End User Computing for effective escalation and issue resolution
Endpoint Strategy & Modernization
Execute the enterprise endpoint strategy across Windows, macOS, and mobile platforms
Lead major initiatives such as Windows upgrades, Intune adoption, and modern management transformation
Establish hardware standards, lifecycle policies, and device management frameworks
ITIL Service Management
Implement and uphold ITIL-based processes across Service Desk and End User Computing:
Incident Management
Problem Management
Change Management
Identify recurring issues, perform root cause analysis, and drive continuous improvement
Ensure service delivery meets defined SLAs and operational performance targets
End User Computing
Oversee daily desktop support operations, including ticket and queue management
Monitor incident and request volumes, backlog, and resolution performance
Drive operational discipline through daily/weekly service reviews and reporting
Ensure service continuity and rapid response to business‑critical issues
Team Leadership & Management
Lead, mentor, and develop Service Desk and End User Computing teams
Manage workload distribution, escalation handling, and performance accountability
Oversee staffing models, including after-hours support and on-call rotations
Foster a high-performance, customer-focused support culture
Device Lifecycle & Deployment Management
Oversee end-to-end device lifecycle management: procurement, configuration, deployment, refresh, and retirement
Lead enterprise-wide device deployments and upgrades across multiple business units
Coordinate with 3rd Party Vendors and infrastructure teams on build and deployment standards
Endpoint Security & Compliance
Implement and enforce endpoint security controls and compliance standards
Partner with security and compliance teams to support regulatory initiatives
Ensure patching, encryption, and device protection policies are consistently applied
Vendor & Financial Management
Manage vendor relationships for hardware, services, and staffing
Review invoices, track spend, and support budgeting and forecasting activities
Optimize costs and support financial accountability across End User Computing and Service Desk operations
Cross-Functional Collaboration
Collaborate with infrastructure, security, and application teams to deliver integrated solutions
Act as an escalation point for enterprise end-user issues
Support enterprise initiatives such as M365, endpoint security, and workplace modernization
Qualifications
IT Budgeting & Cost Management
Understanding financial planning
Procurement and resource allocation
Strong analytical skills to assess risks, conduct audits, and identify areas for improvement
Abilities
Leadership – Provide leadership and direction to a highly technical team and ensure compliance with regulatory requirements
Collaboration – Work closely with internal stakeholders, including IT, Finance, and external auditors, to ensure compliance
Adaptability – Stay current with changes in laws and regulations that may impact IT compliance and adapt policies and procedures accordingly
Technical Skills
Endpoint Management: Microsoft Intune, Autopilot
Operating Systems: Windows Enterprise 11, macOS
Microsoft 365 ecosystem (Teams, OneDrive, security controls)
ITSM tools (ServiceNow)
Device provisioning and lifecycle management (Autopilot)
Professional Experience
10+ years of experience in IT infrastructure, service desk, or end-user computing
5+ years of experience managing Service Desk and Desktop Support, EUC teams
Proven experience leading enterprise IT support operations and large endpoint environments
Demonstrated success improving service delivery, SLAs, and end‑user experience
Operational & Business Skills
Strong knowledge of ITIL frameworks and service management practices
Experience managing service delivery metrics, SLAs, KPIs, and customer satisfaction scores
Vendor management and financial oversight experience
Strong communication skills with the ability to engage technical teams and executive leadership
Preferred Qualifications
Bachelor's degree in information technology, Computer Science, or related field
7+ years’ experience leading combined Service Desk + End User Computing organizations
7+ years experience with endpoint modernization (Intune, Windows 11, DaaS)
Experience supporting distributed, multi-location organizations
Familiarity with ServiceNow
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.
Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.
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Worksite address
ramsey, NJ, 07446, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.