Mgr, End User Computing & Service Desk

The Sr. Mgr, End User Computing & Service Desk will lead and manage enterpriseendpoint operations and the Service Desk, ensuring reliable, secure, and efficient ITsupport services for all end users.

This role is accountable for end-to-end service delivery across Service Desk and End UserComputing, driving operational excellence, user satisfaction, and continuousimprovement. The position will also lead endpoint modernization initiatives, implementITIL best practices, and align IT operations with business goals to enhance overallproductivity and service quality., 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
• 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

IT Budgeting & Cost Management

• Understanding financial planning
• Procurement and resource allocation.
• Strong analytical skills to assess risks, conduct audits, and identify areas forimprovement.

Abilities:

Leadership: The ability to provide leadership and direction to a highly technical team andensure compliance with regulatory requirements.

Collaboration: The ability to work closely with internal stakeholders, including IT, Finance,and external auditors, to ensure compliance.

Adaptability: The ability to stay current with changes in laws and regulations that mayimpact 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, * 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

This posting reflects an existing vacancy that we are actively recruiting for.

Cette annonce correspond a un poste actuellement vacant pour lequel nous recrutons activement.

About Konica Minolta

Konica Minolta Business Solutions’ (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansiveIntelligent Connected Workplaceportfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20thanniversary in production print, for which it celebrates “20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to beranked on the Forbes 2025 America’s Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the#1 Brand for Customer Loyalty in the MFP Office Copier Marketby Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for itsbizhub One i-Series. For more information, please visit Konica Minoltaonlineand follow it onFacebook,YouTube,LinkedInandTwitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such assales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.