Sr. Manager, End User Computing & Service Desk

Overview

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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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 for improvement.

Leadership: The ability to provide leadership and direction to a highly technical team and ensure 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 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)

• 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

• 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

About Us

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

Cette annonce correspond à 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 expansive Intelligent Connected Workplace portfolio. 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 20th anniversary 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 be ranked 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 Market by 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 its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

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 as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Au sujet de Konica Minolta

Solutions d'affaires Konica Minolta (Konica Minolta) a entamé son parcours il y a plus de 150 ans, avec la volonté de voir et de faire les choses autrement. Elle fait équipe avec ses clients pour donner forme à leurs idées en appuyant leur transformation numérique grâce à un riche portefeuille de solutions pour un milieu de travail connecté et futé. Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de sécurité vidéo et des services d'impression gérés ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'année 2025 marque le 20e anniversaire de l'entrée de Konica Minolta dans le marché de l'impression de production; l'entreprise souligne « 20 années d'excellence, d'innovation et de résultats » tout en continuant d'être une figure de proue dans l'impression numérique commerciale. C'est aussi l'année où la marque bizhub de Konica Minolta célèbre ses 20 ans, au cours desquels la gamme a révolutionné la technologie de bureau, redéfini les processus des entreprises, et évolué continuellement pour répondre aux besoins des milieux de travail modernes, mue par les avancées technologiques et la volonté d'innover. Konica Minolta est fière de faire partie du palmarès 2025 des meilleurs grands employeurs d'Amérique de Forbes, d'avoir figuré à plusieurs reprises au palmarès CRN des 500 fournisseurs de services gérés, d'avoir été nommée la marque numéro un en matière de fidélité des clients sur le marché des appareils de bureau multifonctions par Brand Keys pendant 18 années consécutives, et de s'être vue décerner les prix BLI « A3 Line of the Year » 2021 et 2025 et « Most Colour Consistent A3 Brand » 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modèle de services partagés nord-américain qui permet d'harmoniser les priorités transfrontalières et d'améliorer la prestation de services aux organisations opérationnelles. Le modèle combine des fonctions de service américaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la chaîne d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate's skills, experience, job-related knowledge, geographic location, and specific business needs.

Salaire- A titre indicatif

Konica Minolta s'engage en faveur de pratiques de rémunération transparentes et équitables. Notre structure salariale est conçue pour soutenir la croissance des employés, permettant aux individus de progresser dans la fourchette salariale au fur et à mesure de leur progression. Le salaire de base réel proposé variera en fonction des compétences, de l'expérience, des connaissances liées au poste, de la localisation géographique et des besoins spécifiques de l'entreprise du candidat.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

Mention d'utilisation de l'IA

Konica Minolta Business Solutions (Canada) Ltd., ou ses prestataires tiers autorisés, peuvent utiliser des technologies d'intelligence artificielle pour soutenir certains aspects du processus de recrutement. Néanmoins, les candidatures sont examinées par notre équipe de recrutement, qui prend toujours la décision finale d'embauche.

EOE Statement

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.

Déclaration sur l'égalité des chances :

Konica Minolta est un employeur souscrivant au principe de l'égalité d'accès à l'emploi et de l'action positive. Nous considérons tous les candidats qualifiés pour un emploi sans distinction de race, de couleur, de religion, de croyance, d'origine nationale, de sexe, de grossesse, d'âge, d'orientation sexuelle, de statut de personne transgenre, d'identité de genre, de handicap, d'aliénation ou de citoyenneté, d'état civil ou de partenariat, d'informations génétiques, de statut de vétéran ou de toute autre caractéristique protégée par les lois applicables

Solutions d'affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.