# End User Services Americas Manager

**Company**: IT Infrastructure
**Location**: New York, New York
**Experience**: senior
**Job type**: full-time
**Salary**: $175,000 to $250,000
**Category**: IT
**Industry**: Finance

**Apply**: https://mlp.eightfold.ai/careers/job/755957279616?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_25318394-232

## Description

We are seeking an End User Services Americas Manager to lead the regional End User Services operating model across Trade Floor Support, Technical Support, and Client Deployment.

The successful candidate will be responsible for:

- Leading the regional End User Services operating model

- Translating global IT strategy into regional priorities

- Overseeing high-quality end-user support across the region

- Building strong relationships with executives, trading staff, business leaders, and technology stakeholders

- Acting as the primary senior escalation point for regional End User Services

- Coordinating with global End User Services and technology leaders

- Owning ServiceNow workflows, service reporting, KPI dashboards, SLA and OLA tracking, and trend analysis

- Driving operational optimization through process automation, self-service, knowledge management, and AI-enabled tools

The ideal candidate will have:

- 10+ years of progressive technical support experience in a financial institution

- Proven experience managing support managers and geographically or functionally distributed teams

- Demonstrated ability to lead a regional operating model

- Strong people-leadership experience

- Deep experience with service management disciplines

- Strong understanding of end-user support technologies

- Excellent executive communication, stakeholder management, judgment, professionalism, and discretion

## Skills

### Required
- ServiceNow
- Microsoft Windows
- Microsoft 365
- Bloomberg
- Citrix Workspace
- VMware vCenter
- VMware vSphere
- Microsoft Intune
- Linux desktop support
- CMDB
- incident and change management
- KPI dashboards
- SLA and OLA tracking
- trend analysis
- executive reporting
- quality metrics
- data-driven operational optimization

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Source: [Apply at mlp.eightfold.ai](https://mlp.eightfold.ai/careers/job/755957279616?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)