Senior Manager, End User

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Own AV and collaboration support across meeting spaces.
• Ensure reliable support for executive meetings, hybrid collaboration, and town halls.
• Troubleshoot complex AV issues, including Teams Rooms and conferencing systems.
• Partner with vendors and facilities to standardize and maintain AV solutions.
• Create runbooks and support models for high-visibility events.

• Own enterprise IT asset management.
• Drive standardization, inventory accuracy, and license optimization.
• Ensure governance and visibility across endpoints.

• Design and automate onboarding and offboarding.
• Ensure Day 1 readiness, including lab needs.
• Improve provisioning speed and access management.

• Ensure support aligns with uptime-critical lab operations.
• Partner with Compliance and Security on HIPAA, CLIA, and CAP requirements.
• Support specialized lab systems and workflows.

• Bachelor’s degree in IT or a related field
• 8+ years in End User Services, including 3+ in leadership
• Experience supporting 1,000+ users
• Experience supporting multi-site, distributed teams
• Experience with 24x7 follow-the-sun support
• Strong hands-on expertise in:
  • Active Directory and Azure AD (Entra ID)
  • Microsoft 365
  • Endpoint management (Intune, Autopilot)
• Proven ability to handle Tier 3 escalations
• Experience with FreshService or similar ITSM tools
• Strong understanding of ITIL practices
• Experience with automation and AI-driven support
• Experience building weekly, monthly, and quarterly reporting
• Strong experience supporting enterprise AV and conferencing systems
• Experience in regulated or mission-critical environments
• Willingness to travel periodically between key sites, about 5% or less
• Strong leadership and communication skills

• ITIL v4 certification
• Experience with AI-enabled ITSM or DEX tools
• Familiarity with Power Platform
• Experience in healthcare, life sciences, or lab environments
• Microsoft certifications
• Experience managing vendors

#LI-Onsite

Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are thrilled to be recognized as a 2024 Certified™ Great Place to Work^® in both the US and Israel - a testament to our dynamic, inclusive, and inspiring workplace where passion meets purpose.

Veracyte (Nasdaq: VCYT) is a global diagnostics company whose vision is to transform cancer care for patients all over the world. We empower clinicians with the high-value insights they need to guide and assure patients at pivotal moments in the race to diagnose and treat cancer. Our Veracyte Diagnostics Platform delivers high-performing cancer tests that are fueled by broad genomic and clinical data, deep bioinformatic and AI capabilities, and a powerful evidence-generation engine, which ultimately drives durable reimbursement and guideline inclusion for our tests, along with new insights to support continued innovation and pipeline development. For more information, please visit www.veracyte.com or follow us on LinkedIn or X (Twitter).

Veracyte, Inc. is an Equal Opportunity Employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability status. Veracyte participates in E-Verify in the United States. View our CCPA Disclosure Notice

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