Sr. End-User Services Manager

Who We Are

At Benesch we pride ourselves on exceeding expectations and building trust not only with our clients but with our employees - Beneschs #1 asset. Committed to providing not only the highest level of legal service to our clients Benesch also aspires to create a positive work environment for our employees. Our Firm continues to earn placement on Chicago and Clevelands Top Workplaces list along with Clevelands NorthCoast 99 Top Workplaces rankings. We also continue to advance on the AmLaw 150 list placing us among the top 150 law firms in the country.

Benesch is proud to be recognized for being a Firm that attracts and retains top talent - making Benesch a great place to work. We offer a hybrid schedule career development and growth transparent and visible leadership teams and a place where diversity equity and inclusion is addition the Firm offers a full array of benefits which can be viewed at .

Working with Us - Come and Be Benesch!

We are one of the fastest growing firms in the nation and have offices in Chicago Cleveland Columbus Miami New York City San Francisco and Wilmington. We continue to expand our geographic footprint and value the talent that comprises each of our locations. If you are someone who champions a First in Service approach and are ready to be part of an exciting and growing Firm we would invite you to apply to join our team.

Want to know more To hear from some of our team click here: is proud to announce the opening for a Sr. End-User Services Manager in our Cleveland office! This position is hybrid and has work from home flexibility.

Position Summary:

Are you an experienced End-User Services Manager who is looking for that next challenge to help mold a department and bring it to that next level of service Do you thrive on a challenge and the opportunity to work with an established team Are you looking to be the leader of a growing department and manage multiple locations Then our Sr. End-User Services Manager position might be your next career move. This role is for the seasoned manager who is excited about helping establish new focuses and directions help cultivate talent be the face of support to our stakeholders and create a winning department that provides exemplary services to Benesch.

The Senior End-User Services Manager provides strategic and operational leadership for the Firms service desk end-user technology support and audiovisual services across all Benesch offices. This highly visible role contributes to and executes service-delivery strategy operating model technology roadmap and vendor investment priorities o deliver responsive secure consistent and business-focused support to attorneys and professional staff. The Senior End-User Services Manager leads a geographically dispersed team drives enterprise-wide service transformation and continual improvement and serves as a trusted advisor to Firm leadership business stakeholders IT teams and external service providers.

This role is expected to exemplify Benesch Core Values through building trust respect effective communication strong relationship building collaborative problem-solving and responsiveness to client and business needs. The Senior End-User Services Manager consistently demonstrates accountability and commitment to exceeding service expectations in support of the Firms goal of providing the finest legal experience for all clients.

Essential Functions:

People Leadership and Service Delivery

1. Manages coaches and develops the service desk end-user support and audiovisual personnel including setting goals and expectations providing feedback addressing performance concerns and completing recurring annual performance reviews.

2. Maintains effective staffing scheduling escalation and after-hours coverage models including the development of expanded or continuous support capabilities based on business needs.

3. Leads the daily operation and continual improvement of service desk and end-user support services across all Firm offices.

IT Service Management and Performance

4. Serves as the operational owner of the Firms IT service management platform including configuration workflows routing automation access dashboards reporting and overall effectiveness.

5. Applies IT service management principles and ITIL-aligned practices to incident service request escalation problem knowledge change and service-level management.

6. Establishes and monitors service-level agreements service-level objectives key performance indicators service trends workloads and user-experience measures; provides meaningful reporting to IT leadership and business stakeholders.

7. Maintains an effective knowledge base standard operating procedures escalation guides and other operational documentation.

Audiovisual Services and Technology Assets

8. Leads the Firms audiovisual services including direct management of audiovisual personnel conference-room and event support technology standards lifecycle planning service quality and vendor relationships.

9. Oversees end-user and audiovisual technology asset activities including planning procurement inventory deployment refresh recovery and secure disposition.

10. Provides operational oversight of Microsoft 365 licensing and end-user technology vendors evaluating licensing needs managing renewals and agreements and monitoring vendor performance.

Incident Response and Stakeholder Collaboration

11. Provides functional leadership during significant incidents outages and service disruptions; contributes to major incident crisis management and change-management activities; and ensures readiness for technology deployments and office projects.

12. Collaborates with IT management Information Security Finance office leadership attorneys business stakeholders and vendors to improve service delivery maintain appropriate controls and support Firm initiatives across all office locations.

Qualifications:

The Senior End-User Services Manager must have an associates degree in information technology computer science business or a related field or an equivalent combination of education and experience; a bachelors degree is preferred. Candidates must have at least eight years of progressive IT leadership experience overseeing service desk end-user support audiovisual services or related technology operations including managing employees across multiple locations. Experience supporting Microsoft 365 environments and participating in Microsoft licensing vendor management contract renewals or technology cost optimization is required. Experience managing an IT service management platform and applying ITIL-aligned practices across service delivery reporting documentation incident response vendors and technology assets is required. Strong leadership communication organization stakeholder management and judgment are essential. Experience in a regulated or high-touch professional services environment ITIL certification and involvement in office projects technology refreshes or service-improvement initiatives are preferred. This role requires 10%15% travel with additional travel based on business and project needs.

The salary range for this position is $150K to $182K.

Please note that quoted salary ranges are based on Beneschs reasonable expectations at the time of the job posting and are not a guarantee of what final salary offers may be. Base pay is based on market location and may vary depending on job-related knowledge skills and experience. Base pay is only one part of the Total Rewards that Benesch provides to compensate and recognize our staff professionals for their work. Full-time positions are eligible for a discretionary bonus and a comprehensive benefits package.

Benesch is an equal opportunity employer. We strongly value and encourage diversity and solicit applications from all qualified applicants without regard to race color gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations) medical condition protected veteran status gender identity genetic information or any other characteristic protected by federal state or local law.

Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact the Benesch Human Resources Department by phone at or email at

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Required Experience:

Manager