Job Description:
The Senior Manager, End User Services – North America is responsible for delivering an exceptional technology experience for employees across multiple North American locations. This is a highly hands-on leadership role for a customer-focused IT professional who combines strong people leadership with deep technical expertise in modern workplace technologies, endpoint management, identity and access management, collaboration platforms, and site IT operations.
This individual will serve as the primary technology leader for end-user computing and workplace services across North America, ensuring reliable, secure, and scalable solutions that enable employee productivity and business success.
The ideal candidate thrives in fast-paced environments, leads through action and technical expertise, and is equally comfortable mentoring team members, supporting executive leadership, troubleshooting complex technical issues, administering enterprise platforms, or ensuring flawless execution of business-critical events.
This role requires approximately 50% people leadership and 50% hands-on technical engagement.
- Lead, mentor, and develop a distributed End User Services team supporting multiple North American locations.
- Foster a culture of accountability, customer service, technical excellence, and continuous improvement.
- Act as the escalation point for complex technical and user-impacting issues.
- Drive improvements in service delivery, user satisfaction, and operational effectiveness.
- Establish and monitor service metrics, SLAs, and team performance objectives.
- Ensure consistent, high-quality support experiences across all supported sites.
- Partner closely with other regional IT teams and service desk organizations to deliver seamless support services.
- Serve as the technical leader and subject matter expert for workplace technologies and end-user computing services.
- Maintain hands-on involvement in the administration, support, and optimization of:
o Microsoft 365 (Exchange Online, SharePoint Online, OneDrive, Teams)
o Microsoft Entra ID and Active Directory
o Microsoft Intune, NinjaOne, and endpoint management platforms
o Okta and Identity & Access Management (IAM) solutions
o Zoom, Zoom Rooms, Teams Rooms, and collaboration technologies
o Box and enterprise file-sharing platforms
o Windows and macOS endpoint environments
o Endpoint security, compliance, patch management, and software deployment solutions
- Lead troubleshooting and root-cause analysis of complex technical issues.
- Drive automation, standardization, and operational efficiency through scripting and modern management tools.
- Serve as the highest escalation point for critical end-user, endpoint, identity, and collaboration technology issues.
- Own the lifecycle management of endpoint devices across North America.
- Manage device provisioning, deployment, software distribution, patching, compliance, and refresh programs.
- Optimize Microsoft Intune and NinjaOne platforms for endpoint monitoring, management, and support.
- Maintain accurate asset inventory, tracking, reporting, and operational controls.
- Ensure employees have reliable, secure, and productive technology tools throughout their employment lifecycle.
- Own operational management of identity and access services.
- Manage and support Active Directory, Entra ID, Okta, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle processes.
- Ensure secure onboarding, offboarding, role changes, and access governance practices.
- Lead day-to-day IT operations supporting North American office locations.
- Ensure conference rooms, AV systems, Zoom Rooms, Teams Rooms, and workplace technologies operate reliably.
- Support executive meetings, board meetings, town halls, earnings calls, customer presentations, and other business-critical events.
- Lead technology planning and deployment activities for office expansions, relocations, and workplace improvement initiatives.
- Ensure white-glove technology support for executive leadership and VIP users.
- Act as a strategic partner in improving workplace technology and employee productivity. Champion a customer-first culture focused on responsiveness, communication, and service excellence.
- Partner with Information Security teams to ensure endpoint and identity management best practices.
- Support vulnerability remediation, endpoint compliance, device security, and access governance initiatives.
- Participate in security incident response and business continuity planning activities.
- Identify opportunities for automation, process improvement, and service optimization.
- Support office growth initiatives, acquisitions, integrations, and workplace modernization efforts.
- Drive operational scalability while maintaining a high level of customer satisfaction and service quality.
The successful candidate will have experience administering and supporting technologies including:
- Microsoft 365 (Exchange Online, SharePoint Online, OneDrive, Teams)
- Microsoft Entra ID (Azure AD)
- NinjaOne RMM and Endpoint Management
- Okta Identity & Access Management
- Windows and macOS endpoints
- Endpoint security, patching, compliance, and device management solutions
- ITSM and service management platforms
- Audio Visual (AV) and conference room technologies
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience.
- 10+ years of progressive experience in End User Computing, Workplace Technology, IT Operations, or Infrastructure Support.
- 5+ years of leadership experience managing IT support or End User Services teams.
- Proven experience leading geographically distributed teams across multiple locations.
- Deep hands-on expertise administering and supporting Microsoft 365, Entra ID, Active Directory, Intune, NinjaOne, Okta, endpoint devices, collaboration platforms, and workplace technologies.
- Strong experience supporting executive leadership and business-critical events.
- Demonstrated ability to balance strategic leadership with hands-on technical execution.
- Excellent communication, stakeholder management, troubleshooting, and customer service skills.
- Microsoft 365 Administrator Expert
- Microsoft Certified: Endpoint Administrator Associate
- Azure Administrator Associate
- ITIL Foundation Certification
- Experience with PowerShell scripting and automation
- Experience with ServiceNow, Jamf, Druva, and modern endpoint security platforms
- High employee and stakeholder satisfaction with IT services.
- Consistent achievement of service level objectives and operational metrics.
- Secure, compliant, and effectively managed endpoint environment.
- Reliable operation of collaboration platforms, conference rooms, and workplace technologies.
- Successful delivery of executive support and business-critical events.
- Continuous improvement in automation, operational efficiency, and user experience.
- Strong team engagement, development, and retention.
- Recognition as a trusted technology partner by business leaders across North America.
- Leads through technical credibility, ownership, and execution.
- Comfortable moving between strategic planning discussions and hands-on troubleshooting.
- Passionate about customer service and employee experience.
- Thrives in fast-paced, high-growth environments.
- Experienced supporting executive leadership and mission-critical business events.
- Builds strong teams while remaining actively engaged in day-to-day operations.
- Views automation, standardization, and continuous improvement as core responsibilities.
- Brings a strong sense of urgency, accountability, and operational excellence to everything they do.
Pay is based on market location and may vary based on factors including experience, skills, education and other job-related reasons. The annual salary range for this position is $180,000-$195,000. This role is also eligible for bonus and equity as part of the total compensation package.
At Nextpower, we are driving the global energy transition with an integrated clean energy technology platform that combines intelligent structural, electrical, and digital solutions for utility-scale power plants. Our comprehensive portfolio enables faster project delivery, higher performance, and greater reliability, helping our customers capture the full value of solar power. Our talented worldwide teams are redefining how solar power plants are designed, built, and operated every day with smart technology, data-driven insights, and advanced automation. Together, we’re building the foundation for the world’s next generation of clean energy infrastructure.
Nextpower is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
