About the role

Key Roles & Responsibilities

Job Summary:

We are seeking an experienced End User Computing & Field Operations Manager to lead and manage IT support operations across a geographically distributed enterprise. This role is responsible for overseeing delivery of End user support through a network of on-site engineers across 35 branch offices, supporting 200+ remote locations.

The ideal candidate will serve as NBHI’s primary End User Services owner and lead for our Managed Service Provider (MSP) partner, who executes day-to-day service delivery. This role will bridge the gap between technical execution and business strategy, combining deep technical acumen with robust vendor management, procurement expertise, and stakeholder leadership.

Key Responsibilities:

End User Support & Service Delivery

Oversee end-to-end IT support delivery for all end users across branches and remote locations.
Manage delivery through a team of on-site engineers deployed across 35 branch offices and coordinate support for 200+ remote locations.
Enforce standardized IT support frameworks, policies, and standard operating procedures (SOPs) across all physical and remote sites.
Ensure consistent service quality, SLA compliance, and user satisfaction across all geographies.
Drive the adoption of self-service portals, knowledge bases, and tiered support models to improve resolution efficiency.
Own escalation management and ensure P1/P2 incidents are handled with urgency and executive visibility, driving rapid root-cause analysis and resolution.
Conduct periodic SLA reviews with business stakeholders and vendor partners to maintain organizational alignment.
Own the end-to-end patch management lifecycle for all user endpoints, enforce compliance and lead vulnerability response.

Strategic IT Interface & Modernization

Serve as the primary IT interface for the broader organization, translating business requirements into actionable IT initiatives.
Drive the modernization of the EUC environment (e.g., transition toward modern management tools, automated provisioning, digital employee experience platforms).
Lead communication and change management efforts for organization-wide IT rollouts, upgrades, and migrations.

Vendor Governance & MSP Management

Act as the primary NBHI owner for the Managed Service Provider (MSP), ensuring accountability for all contractual obligations, SLAs, and XLAs (Experience Level Agreements).
Define, measure, and report on operational KPIs, operational metrics, and customer satisfaction scores. Hold weekly, monthly, and quarterly business reviews (QBRs) with the partner.
Ensure the MSP optimizes staffing levels and skill sets among on-site engineers across all offices to meet business demands.
Publish reports and conduct periodic performance reviews with business stakeholders and vendor partners to maintain organizational alignment.
Partner with procurement and vendor management teams to negotiate contracts, manage hardware/software renewals, and evaluate new technology vendors.

Field Operations & Logistics Coordination

Manage logistics for hardware deployment, relocation, and refresh across 35 branches and 200 remote sites.
Manage asset lifecycle — procurement, tagging, tracking, disposal, and refresh cycles.
Build and maintain a spare parts buffer inventory strategy for critical components at key locations.
Coordinate with logistics partners and courier services for expedited hardware delivery to remote sites.
Manage hardware RMA processes, warranty claims, and repair workflows.
Plan and execute large-scale rollouts (laptop refreshes, OS migrations, office relocations) with minimal disruption.

License Management & Hardware/Software Asset Management (SAM)

Maintain a centralized hardware and software license inventory across all user endpoints and enterprise applications.
Ensure license compliance, optimize utilization, and avoid over-licensing or audit exposure.
Drive annual license true-up processes, renewals, and vendor negotiations.
Implement and oversee a SAM tool/platform to automate discovery and reconciliation.
Ensure CMDB updates and accuracy for clean inventory.
Conduct periodic physical inventory and FAR reconciliation.

Key Requirements – Education & Certificates

10+ Years of relevant Experience.
Bachelor’s degree.
ITIL v4 Foundation / Practitioner.

EUS Lead