Senior Manager, Service Desk and End User Services
Temecula, California, United States
Job Description
Why We Are - Who We Are: About FFF Enterprises
What We Do - https://www.fffenterprises.com/company/what-we-do.html
Job Title
Senior Manager, Service Desk & End User Services
Department
IS Infrastructure
FLSA Class
Exempt
Salary Grade
Revised Date
05.08.2026
Senior Manager, Service Desk & End User Services
Position Summary
The Senior Manager, Service Desk & End User Services provides leadership and operational oversight for FFF Enterprises' end-user support ecosystem across office, warehouse, and distribution center environments. This role is responsible for managing the performance, consistency, and continuous improvement of the Service Desk and End User Services function, ensuring high-quality support experiences across all sites and work modalities, including onsite, remote, and hybrid users.
This position leads the tiered support organization, supports the IT inventory/data function, and oversees Office 365 administration support activities to help ensure stable operations, consistent administration practices, and alignment with access control and security requirements. The Senior Manager is responsible for translating IT service standards into day-to-day execution, strengthening support processes, improving ticket quality and resolution outcomes, and ensuring the team is operating with clear accountability, responsiveness, and customer service discipline.
The Senior Manager partners closely with Infrastructure, Information Security, Applications, Operations, and site leadership to ensure end-user support services align with business needs, warehouse/distribution priorities, security expectations, and operational continuity requirements.
Essential Functions and Duties
User Support & Troubleshooting
Lead the day-to-day service model for end-user support, including intake, triage, escalation pathways, and resolution standards across all locations and shifts.
Ensure prompt and accurate handling of Service Desk tickets via phone, email, and remote tools, with accountability for service quality and timeliness against established SLAs/OLAs.
Manage troubleshooting standards for PC and Macintosh desktops and laptops, mobile devices, tablets, collaboration tools, and business productivity applications.
Oversee Office 365 administration support activities and ensure standardized practices for user enablement, mailbox/shared mailbox support, distribution lists, and collaboration tool support workflows, including Outlook, Teams, and SharePoint user support operations.
Ensure high-quality customer communications, including escalation communications during major incidents and consistent status updates throughout the support lifecycle.
Manage tiered support execution, including expectations for Tier 1 resolution, Tier 2/3 escalation, documentation standards, ticket transfers, and closure quality.
Warehouse & Production Equipment Support
Ensure end-user services are operationally effective within warehouse and distribution settings, including aligned coverage models and reliable support for business-critical devices and workflows.
Manage troubleshooting and support standards for Zebra printers, Honeywell barcode scanners, RF guns, Proglove hand scanners, label printers, and related warehouse devices, including readiness for peak operational periods.
Coordinate vendor engagement and escalation processes for warehouse hardware, label/print systems, and operational tooling support as applicable.
Support preventive maintenance expectations, calibration/update routines, and ready-to-operate device standards to reduce downtime and recurring issues.
Ensure appropriate incident severity definitions and rapid restoration expectations for warehouse-impacting issues, with clear stakeholder communications.
Connectivity & Networking Support
Manage support standards and escalation pathways for end-user connectivity issues, including Wi-Fi, VPN, LAN access, and remote connectivity, ensuring consistent triage and handoffs with Infrastructure/Network teams.
Ensure the team appropriately diagnoses connectivity-related incidents, distinguishes endpoint versus network root causes, and maintains accurate ticket classification and escalation documentation.
Identify recurring issues, such as site-level Wi-Fi instability, VPN issues, or device driver conflicts, and coordinate follow-through with the appropriate technical teams.
Ensure remote workforce support readiness, including standardized approaches to home-network troubleshooting boundaries, secure remote access practices, and end-user guidance.
Hardware & Software Maintenance
Manage the endpoint lifecycle program, including provisioning, imaging/standard builds, deployment, patching coordination, refresh planning, secure return/disposal, and lifecycle documentation.
Working with the Vice President, IT Infrastructure and the IT Operations Analyst, initiate and manage leased equipment schedules for laptop computers and manage the fleet of company-provided iPhones.
Oversee hardware repair/upgrade standards, replacement decision criteria, and device readiness expectations across office and warehouse environments.
Ensure software deployment and support practices are standardized, documented, and aligned to licensing and security requirements.
Support vendor relationships tied to endpoints and peripherals, including laptops and printers, to promote service reliability, cost effectiveness, and timely issue resolution.
Ensure the IT inventory/data function maintains accurate asset records, device assignment tracking, returns, disposals, and reconciliation routines across all sites.
Documentation & Process
Manage ITSM process discipline across incident, request, problem, change, knowledge, and asset practices to support predictable and auditable operations.
Maintain standards for ticket quality, documentation completeness, and resolution notes to enable repeatability, knowledge capture, and accurate analytics.
Lead knowledge management expectations, including knowledge base structure, article standards, update cadence, and adoption targets to improve first-contact resolution.
Manage the operational cadence for performance review, including backlog review, SLA performance review, major incident review, and continuous improvement planning.
Ensure consistent onboarding/offboarding device workflows, including documented processes, checklists, and role-based handoffs to prevent control gaps.
Collect, report, and continuously improve monthly Service Desk Key Performance Indicators to measure team performance, business impact, and future resource needs.
Security & Compliance
Ensure end-user support operations align with enterprise security requirements, including endpoint protection, encryption readiness, access control alignment, and secure handling of devices and credentials.
Support access provisioning activities in coordination with Security and HR/Identity governance, ensuring role clarity and separation of duties where required.
Ensure Office 365 administrative practices are governed, documented, and auditable, including appropriate use of admin roles and adherence to access and change controls.
Ensure rapid identification and reporting of security incidents or compliance concerns arising from end-user support activity, including device loss, suspicious access behavior, or policy violations.
Maintain operational readiness for audits through disciplined documentation, asset accuracy, and evidence-based process execution.
Collaboration & Projects
Partner with IT colleagues, Operations leaders, and site leadership to ensure support services align to business needs and operational realities across all locations.
Lead service improvement initiatives such as service catalog implementation, self-service enablement, automation, workflow optimization, and tooling/process enhancements.
Support enterprise rollouts, including hardware refreshes, software deployments, collaboration platform updates, and equipment rollouts, with clear planning, communications, readiness, and adoption support.
Coordinate vendor governance routines and cross-functional follow-up to reduce recurring issues, improve stability, and deliver measurable improvement outcomes.
Ensure after-hours support expectations and escalation coverage are defined, staffed, and communicated for business-critical systems and operational continuity.
Education, Knowledge, Skills, and Experience
Required Education
Bachelor's degree in Information Technology, Computer Science, or a related field of study.
In lieu of a degree, equivalent professional knowledge and experience may be considered.
Preferred Education
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
Required Knowledge
ITSM frameworks and best practices, including incident, request, problem, change, knowledge, and asset disciplines, with the ability to operationalize them within a support environment.
Office 365 / Microsoft 365 administration concepts and operational governance, including support workflows tied to Outlook, Teams, and SharePoint user support.
Endpoint lifecycle management practices and enterprise support operations across multi-site environments.
Knowledge of Microsoft Intune and JAMF Mobile Device Management systems.
Asset governance, inventory controls, reconciliation practices, and data/reporting fundamentals for audit readiness.
Operational support needs in warehouse/distribution settings, including the importance of uptime, shift coverage, and rapid restoration for business-critical devices.
Preferred Knowledge
Familiarity with Zebra printers, Honeywell barcode scanners, RF guns, label printers, and warehouse device ecosystems.
Familiarity with enterprise identity/access governance concepts, including role-based access, least privilege, and auditability, as they relate to end-user support and administration.
Knowledge of ITIL-based service maturity practices and continuous improvement methods.
Required Experience
Minimum eight (8) to ten (10) years of progressive experience in IT support, service desk, end-user services, or related IT operations functions, including experience in multi-site environments.
Non-degreed candidates must have a minimum of ten (10) years of directly related progressive IT support or end-user services experience demonstrating technical depth, operational ownership, and service leadership capability.
Minimum five (5) years of experience leading support operations with direct accountability for service performance, escalations, staffing/coverage, and measurable outcomes.
Demonstrated experience overseeing tiered technician teams and/or support functions, including inventory/data responsibilities, with strong process discipline and operational cadence.
Proven experience establishing or improving service KPIs/SLAs, reducing repeat incidents, and implementing durable operational improvements.
Preferred Experience
Experience operating within ITIL-based ticketing/service environments with demonstrated service maturity improvements.
Experience supporting hybrid/remote workforces across multiple states and site types, including office and warehouse/distribution environments.
Experience with vendor governance for endpoint/leasing, printers, warehouse devices, or managed support components.
Experience supporting Microsoft 365 administration workflows, endpoint management tools, and service desk reporting.
Required Skills
Strong service leadership capability and the ability to translate support performance into business impact, service risk, and operational priorities.
Strong people leadership capability, including coaching, performance management, development, accountability, and team communication across multi-role teams.
Strong analytical and operational decision-making skills with a track record of driving measurable improvement using service data and trend analysis.
Strong written and verbal communication skills, including major-incident communications, stakeholder updates, and leadership-ready reporting.
Ability to build standardized processes that scale, with disciplined follow-through and operational governance.
Ability to manage competing priorities in a fast-paced, multi-site environment while maintaining service quality and responsiveness.
Preferred Skills
Ability to support service automation/self-service strategies that improve resolution speed and reduce ticket volume.
Ability to create clear documentation standards and knowledge management programs with measurable adoption.
Ability to partner effectively across Infrastructure, Security, Applications, Operations, and business leadership.
Required Professional Certification
ITIL Foundation, or equivalent service management certification, within 12 months of hire.
Preferred Professional Certification
Microsoft 365 Fundamentals or role-aligned Microsoft certification.
Additional vendor certifications relevant to the support environment, such as endpoint management, warehouse device vendors, or ITSM platforms.
Physical Requirements
Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for prolonged periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Must have the ability to lift and maneuver items of at least 20 lbs. Must have the ability to travel occasionally. Working condition include normal office setting.
Mental Demands
Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations' situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.
Direct Reports
Yes
EEO Statement
FFF Enterprises and Nufactor are an equal opportunity employer and prohibits discrimination and harassment based on the following characteristics: race, color, religion, national origin, physical or mental disability, gender, age (40 years and over) qualified veteran and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived to have any of those characteristics.
To be considered for a position with FFF Enterprises, Inc, applicants must complete and sign the application.
Employee Benefits Available for FFF Enterprises Team Members
Employee benefits include:
(Note: We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. Hire may be subject to passing a medical examination, and to skill and agility tests.)
What We Do - https://www.fffenterprises.com/company/what-we-do.html
Job Title
Senior Manager, Service Desk & End User Services
Department
IS Infrastructure
FLSA Class
Exempt
Salary Grade
Revised Date
05.08.2026
Senior Manager, Service Desk & End User Services
Position Summary
The Senior Manager, Service Desk & End User Services provides leadership and operational oversight for FFF Enterprises' end-user support ecosystem across office, warehouse, and distribution center environments. This role is responsible for managing the performance, consistency, and continuous improvement of the Service Desk and End User Services function, ensuring high-quality support experiences across all sites and work modalities, including onsite, remote, and hybrid users.
This position leads the tiered support organization, supports the IT inventory/data function, and oversees Office 365 administration support activities to help ensure stable operations, consistent administration practices, and alignment with access control and security requirements. The Senior Manager is responsible for translating IT service standards into day-to-day execution, strengthening support processes, improving ticket quality and resolution outcomes, and ensuring the team is operating with clear accountability, responsiveness, and customer service discipline.
The Senior Manager partners closely with Infrastructure, Information Security, Applications, Operations, and site leadership to ensure end-user support services align with business needs, warehouse/distribution priorities, security expectations, and operational continuity requirements.
Essential Functions and Duties
User Support & Troubleshooting
Lead the day-to-day service model for end-user support, including intake, triage, escalation pathways, and resolution standards across all locations and shifts.
Ensure prompt and accurate handling of Service Desk tickets via phone, email, and remote tools, with accountability for service quality and timeliness against established SLAs/OLAs.
Manage troubleshooting standards for PC and Macintosh desktops and laptops, mobile devices, tablets, collaboration tools, and business productivity applications.
Oversee Office 365 administration support activities and ensure standardized practices for user enablement, mailbox/shared mailbox support, distribution lists, and collaboration tool support workflows, including Outlook, Teams, and SharePoint user support operations.
Ensure high-quality customer communications, including escalation communications during major incidents and consistent status updates throughout the support lifecycle.
Manage tiered support execution, including expectations for Tier 1 resolution, Tier 2/3 escalation, documentation standards, ticket transfers, and closure quality.
Warehouse & Production Equipment Support
Ensure end-user services are operationally effective within warehouse and distribution settings, including aligned coverage models and reliable support for business-critical devices and workflows.
Manage troubleshooting and support standards for Zebra printers, Honeywell barcode scanners, RF guns, Proglove hand scanners, label printers, and related warehouse devices, including readiness for peak operational periods.
Coordinate vendor engagement and escalation processes for warehouse hardware, label/print systems, and operational tooling support as applicable.
Support preventive maintenance expectations, calibration/update routines, and ready-to-operate device standards to reduce downtime and recurring issues.
Ensure appropriate incident severity definitions and rapid restoration expectations for warehouse-impacting issues, with clear stakeholder communications.
Connectivity & Networking Support
Manage support standards and escalation pathways for end-user connectivity issues, including Wi-Fi, VPN, LAN access, and remote connectivity, ensuring consistent triage and handoffs with Infrastructure/Network teams.
Ensure the team appropriately diagnoses connectivity-related incidents, distinguishes endpoint versus network root causes, and maintains accurate ticket classification and escalation documentation.
Identify recurring issues, such as site-level Wi-Fi instability, VPN issues, or device driver conflicts, and coordinate follow-through with the appropriate technical teams.
Ensure remote workforce support readiness, including standardized approaches to home-network troubleshooting boundaries, secure remote access practices, and end-user guidance.
Hardware & Software Maintenance
Manage the endpoint lifecycle program, including provisioning, imaging/standard builds, deployment, patching coordination, refresh planning, secure return/disposal, and lifecycle documentation.
Working with the Vice President, IT Infrastructure and the IT Operations Analyst, initiate and manage leased equipment schedules for laptop computers and manage the fleet of company-provided iPhones.
Oversee hardware repair/upgrade standards, replacement decision criteria, and device readiness expectations across office and warehouse environments.
Ensure software deployment and support practices are standardized, documented, and aligned to licensing and security requirements.
Support vendor relationships tied to endpoints and peripherals, including laptops and printers, to promote service reliability, cost effectiveness, and timely issue resolution.
Ensure the IT inventory/data function maintains accurate asset records, device assignment tracking, returns, disposals, and reconciliation routines across all sites.
Documentation & Process
Manage ITSM process discipline across incident, request, problem, change, knowledge, and asset practices to support predictable and auditable operations.
Maintain standards for ticket quality, documentation completeness, and resolution notes to enable repeatability, knowledge capture, and accurate analytics.
Lead knowledge management expectations, including knowledge base structure, article standards, update cadence, and adoption targets to improve first-contact resolution.
Manage the operational cadence for performance review, including backlog review, SLA performance review, major incident review, and continuous improvement planning.
Ensure consistent onboarding/offboarding device workflows, including documented processes, checklists, and role-based handoffs to prevent control gaps.
Collect, report, and continuously improve monthly Service Desk Key Performance Indicators to measure team performance, business impact, and future resource needs.
Security & Compliance
Ensure end-user support operations align with enterprise security requirements, including endpoint protection, encryption readiness, access control alignment, and secure handling of devices and credentials.
Support access provisioning activities in coordination with Security and HR/Identity governance, ensuring role clarity and separation of duties where required.
Ensure Office 365 administrative practices are governed, documented, and auditable, including appropriate use of admin roles and adherence to access and change controls.
Ensure rapid identification and reporting of security incidents or compliance concerns arising from end-user support activity, including device loss, suspicious access behavior, or policy violations.
Maintain operational readiness for audits through disciplined documentation, asset accuracy, and evidence-based process execution.
Collaboration & Projects
Partner with IT colleagues, Operations leaders, and site leadership to ensure support services align to business needs and operational realities across all locations.
Lead service improvement initiatives such as service catalog implementation, self-service enablement, automation, workflow optimization, and tooling/process enhancements.
Support enterprise rollouts, including hardware refreshes, software deployments, collaboration platform updates, and equipment rollouts, with clear planning, communications, readiness, and adoption support.
Coordinate vendor governance routines and cross-functional follow-up to reduce recurring issues, improve stability, and deliver measurable improvement outcomes.
Ensure after-hours support expectations and escalation coverage are defined, staffed, and communicated for business-critical systems and operational continuity.
Education, Knowledge, Skills, and Experience
Required Education
Bachelor's degree in Information Technology, Computer Science, or a related field of study.
In lieu of a degree, equivalent professional knowledge and experience may be considered.
Preferred Education
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
Required Knowledge
ITSM frameworks and best practices, including incident, request, problem, change, knowledge, and asset disciplines, with the ability to operationalize them within a support environment.
Office 365 / Microsoft 365 administration concepts and operational governance, including support workflows tied to Outlook, Teams, and SharePoint user support.
Endpoint lifecycle management practices and enterprise support operations across multi-site environments.
Knowledge of Microsoft Intune and JAMF Mobile Device Management systems.
Asset governance, inventory controls, reconciliation practices, and data/reporting fundamentals for audit readiness.
Operational support needs in warehouse/distribution settings, including the importance of uptime, shift coverage, and rapid restoration for business-critical devices.
Preferred Knowledge
Familiarity with Zebra printers, Honeywell barcode scanners, RF guns, label printers, and warehouse device ecosystems.
Familiarity with enterprise identity/access governance concepts, including role-based access, least privilege, and auditability, as they relate to end-user support and administration.
Knowledge of ITIL-based service maturity practices and continuous improvement methods.
Required Experience
Minimum eight (8) to ten (10) years of progressive experience in IT support, service desk, end-user services, or related IT operations functions, including experience in multi-site environments.
Non-degreed candidates must have a minimum of ten (10) years of directly related progressive IT support or end-user services experience demonstrating technical depth, operational ownership, and service leadership capability.
Minimum five (5) years of experience leading support operations with direct accountability for service performance, escalations, staffing/coverage, and measurable outcomes.
Demonstrated experience overseeing tiered technician teams and/or support functions, including inventory/data responsibilities, with strong process discipline and operational cadence.
Proven experience establishing or improving service KPIs/SLAs, reducing repeat incidents, and implementing durable operational improvements.
Preferred Experience
Experience operating within ITIL-based ticketing/service environments with demonstrated service maturity improvements.
Experience supporting hybrid/remote workforces across multiple states and site types, including office and warehouse/distribution environments.
Experience with vendor governance for endpoint/leasing, printers, warehouse devices, or managed support components.
Experience supporting Microsoft 365 administration workflows, endpoint management tools, and service desk reporting.
Required Skills
Strong service leadership capability and the ability to translate support performance into business impact, service risk, and operational priorities.
Strong people leadership capability, including coaching, performance management, development, accountability, and team communication across multi-role teams.
Strong analytical and operational decision-making skills with a track record of driving measurable improvement using service data and trend analysis.
Strong written and verbal communication skills, including major-incident communications, stakeholder updates, and leadership-ready reporting.
Ability to build standardized processes that scale, with disciplined follow-through and operational governance.
Ability to manage competing priorities in a fast-paced, multi-site environment while maintaining service quality and responsiveness.
Preferred Skills
Ability to support service automation/self-service strategies that improve resolution speed and reduce ticket volume.
Ability to create clear documentation standards and knowledge management programs with measurable adoption.
Ability to partner effectively across Infrastructure, Security, Applications, Operations, and business leadership.
Required Professional Certification
ITIL Foundation, or equivalent service management certification, within 12 months of hire.
Preferred Professional Certification
Microsoft 365 Fundamentals or role-aligned Microsoft certification.
Additional vendor certifications relevant to the support environment, such as endpoint management, warehouse device vendors, or ITSM platforms.
Physical Requirements
Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for prolonged periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Must have the ability to lift and maneuver items of at least 20 lbs. Must have the ability to travel occasionally. Working condition include normal office setting.
Mental Demands
Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations' situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.
Direct Reports
Yes
EEO Statement
FFF Enterprises and Nufactor are an equal opportunity employer and prohibits discrimination and harassment based on the following characteristics: race, color, religion, national origin, physical or mental disability, gender, age (40 years and over) qualified veteran and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived to have any of those characteristics.
To be considered for a position with FFF Enterprises, Inc, applicants must complete and sign the application.
Employee Benefits Available for FFF Enterprises Team Members
Employee benefits include:
- Medical Insurance
- Dental Insurance
- Vision Discount Program
- Vision Insurance Plan
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Dependent Care Flexible Spending Account
- Employee Assistance Program (EAP)
- Group Life and AD&D
- Voluntary Supplemental Life Insurance Plans
- Short Term Disability
- Long Term Disability Income Protection
- 401k Profit Sharing Retirement Plan - Discretionary Match
- Discretionary Bonus
- Supplemental Insurance Plans
- Prepaid Legal/Identity Theft Plan
- Paid Holidays/Vacation/Sick Days
- Seven (7) Paid Holidays, Two (2) Week Vacation, Five (5) Sick Days, and One (1) Float Day for CA, NC, and TX
All Other States Receive One Hundred Twenty (120) Hours of PTO
- Seven (7) Paid Holidays, Two (2) Week Vacation, Five (5) Sick Days, and One (1) Float Day for CA, NC, and TX
- Tuition Reimbursement Program
- Notary Services
- Employee Referral Bonus
- Vendor Discount Programs
- Corporate Individual Travel Program
(Note: We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. Hire may be subject to passing a medical examination, and to skill and agility tests.)
Apply
Career Focus: Executive/Senior Management
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