Overview Si ce poste est situé au Canada, veuillez visiter notre site français à l’adresse suivante : https://careerscafr-kmbskonicaminolta.icims.com/jobs et rechercher le numéro d’emploi indiqué ci-dessus afin de consulter cette offre d’emploi en français. The Sr. Mgr, End User Computing & Service Desk will lead and manage enterprise endpoint operations and the Service Desk, ensuring reliable, secure, and efficient IT support services for all end users. This role is accountable for end-to-end service delivery across Service Desk and End User Computing, driving operational excellence, user satisfaction, and continuous improvement. The position will also lead endpoint modernization initiatives, implement ITIL best practices, and align IT operations with business goals to enhance overall productivity and service quality. Responsibilities Service Desk Leadership & Operations Own and manage the KMBS US Service Desk, including Tier 1 support operations Ensure high-quality incident intake, triage, escalation, and resolution processes Drive SLA compliance, first-call resolution, and end-user satisfaction metrics Establish and optimize call handling, ticket routing, and knowledge management processes Lead workforce planning, scheduling, and coverage models for Service Desk operations Partner with End User Computing for effective escalation and issue resolution Endpoint Strategy & Modernization Execute the enterprise endpoint strategy across Windows, macOS, and mobile platforms Lead major initiatives such as Windows upgrades, Intune adoption, and modern management transformation Establish hardware standards, lifecycle policies, and device management frameworks ITIL Service Management Implement and uphold ITIL-based processes across Service Desk and End User Computing: Incident Management Problem Management Change Management Identify recurring issues, perform root cause analysis, and drive continuous improvement Identify recurring issues, perform root cause analysis, and drive continuous improvement Ensure service delivery meets defined SLAs and operational performance targets End User Computing Oversee daily desktop support operations, including ticket and queue management Monitor incident and request volumes, backlog, and resolution performance Drive operational discipline through daily/weekly service reviews and reporting Ensure service continuity and rapid response to business-critical issues Team Leadership & Management Lead, mentor, and develop Service Desk and End User Computing teams Manage workload distribution, escalation handling, and performance accountability Oversee staffing models, including after-hours support and on-call rotations Foster a high-performance, customer-focused support culture Device Lifecycle & Deployment Management Oversee end-to-end device lifecycle management Procurement, configuration, deployment, refresh, and retirement Lead enterprise-wide device deployments and upgrades across multiple business units Coordinate with 3rd Party Vendors and infrastructure teams on build and deployment standards Endpoint Security & Compliance Implement and enforce endpoint security controls and compliance standards Partner with security and compliance teams to support regulatory initiatives Ensure patching, encryption, and device protection policies are consistently applied Vendor & Financial Management Manage vendor relationships for hardware, services, and staffing Review invoices, track spend, and support budgeting and forecasting activities Optimize costs and support financial accountability across End User Computing and Service Desk operations Cross-Functional Collaboration Collaborate with infrastructure, security, and application teams to deliver integrated solutions Act as an escalation point for enterprise end-user issues · Support enterprise initiatives such as M365, endpoint security, and workplace modernization Qualifications IT Budgeting & Cost Management Understanding financial planning Procurement and resource allocation. Strong analytical skills to assess risks, conduct audits, and identify areas for improvement. Abilities: Leadership: The ability to provide leadership and direction to a highly technical team and ensure compliance with regulatory requirements. Collaboration: The ability to work closely with internal stakeholders, including IT, Finance, and external auditors, to ensure compliance. Adaptability: The ability to stay current with changes in laws and regulations that may impact IT compliance and adapt policies and procedures accordingly. Technical Skills Endpoint Management: Microsoft Intune, Autopilot Operating Systems: Windows Enterprise 11, macOS Microsoft 365 ecosystem (Teams, OneDrive, security controls) ITSM tools (ServiceNow) Device provisioning and lifecycle management (Autopilot) Professional Experience 10+ years of experience in IT infrastructure, service desk, or end-user computing 5+ years of experience managing Service Desk and Desktop Support, EUC teams Proven experience leading enterprise IT support operations and large endpoint environments Demonstrated success improving service delivery, SLAs, and end-user experience Operational & Business Skills Strong knowledge of ITIL frameworks and service management practices Experience managing service delivery metrics, SLAs, KPIs, and customer satisfaction scores Vendor management and financial oversight experience Strong communication skills with the ability to engage technical teams and executive leadership PREFERRED QUALIFICATIONS Bachelor's degree in information technology, Computer Science, or related field. 7+ years' experience leading combined Service Desk + End User Computing organizations 7+ years experience with endpoint modernization (Intune, Windows 11, DaaS) Experience supporting distributed, multi-location organizations Familiarity with ServiceNow #DL1 About Us This posting reflects an existing vacancy that we are actively recruiting for. About Konica Minolta Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter. Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal. Salary Disclaimer Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs. AI Disclosure Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision. EOE Statement Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law. Konica Minolta Business Solutions, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.