Overview Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we've been committed to improving peoples' lives and making the world a better place-one customer, one business, one innovative leap at a time. Come join our journey! Responsibilities End User Computing Manager https://www.youtube.com/watch?v=0tMgKm\_71qs ( by clicking this link you are being referred to an external site that is not part of Panasonic ) Meet the

Recruiter:

(https://www.linkedin.com/in/ambersmallwood)

Amber Smallwood What You'll Get To Do:

We are seeking a Manager, End User Computing Service Delivery to oversee the delivery, governance, and performance of end user computing services. This role is responsible for ensuring high standards of user support through effective service governance, strong managed service provider oversight, and continuous improvement initiatives. The Manager will drive service quality, compliance, and operational excellence through proactive issue management, performance monitoring, and process optimization. This position partners closely with IT leadership, business stakeholders, and external service providers to deliver reliable, efficient, and secure end user technology services aligned with business needs. The ideal candidate leads by example, fosters collaboration across teams and vendors, and applies ITSM industry best practices to deliver consistent, high-quality, user-centric solutions across the enterprise. Accountabilities

+ Coordinate and guide the planning and execution of end user computing service delivery initiatives, ensuring technical standards and timelines are met.

+ Manages the relationship with the managed service provider, including performance monitoring, contract compliance, escalation management, and fostering a collaborative partnership. Ensures provider delivers services to agreed standards and resolves issues promptly.

+ Identifies, analyzes, and resolves complex end user service issues, acting as the primary escalation point for both internal teams and the managed service provider. Facilitates root cause analysis and implements corrective actions.

+ Engage with business units, IT leadership, and external partners to understand requirements, communicate service updates, and foster effective collaboration. Builds strong relationships and ensures transparency in service delivery.

+ Drives initiatives to enhance end user services through process improvements, technology adoption, and feedback analysis. Promotes a culture of innovation and learning within the team and with service providers.

+ Prepares and presents regular reports on service performance, compliance, and improvement initiatives to senior management. Ensures adherence to organizational policies, regulatory requirements, and audit standards.

+ Ensure compliance with security and regulatory standards, including ISO27001, by embedding best practices into technical workflows.

+ Stay current with emerging technologies and methodologies, promoting continuous learning and development within the team. Scope

+ Position reports to

PEXNA IT

End User Service Delivery Management and with no direct reports.

Qualifications What You'll Bring:

Education & Experience:

+ 4-Year Degree in Information Technology, Computer Science, or related curriculum; required. + Minimum 5+ years of experience in end user services, IT service delivery, or related area, with at least 3 years in a leadership or managerial role.

Leadership & Accountability:

+ This role is accountable for establishing and maintaining clear governance structures, managing service provider relationships, and ensuring the delivery of reliable, compliant, and efficient end user computing services. It requires a proactive and strategic approach to service management, with full ownership of continuous improvement and operational excellence.

+ The position calls for a self-driven professional who can operate independently with minimal supervision and take end-to-end accountability for EUC services across their lifecycle.

+ Responsibilities span planning, execution, and ongoing optimization of EUC services, with a strong focus on reliability, security, and overall user experience.

Problem-Solving:

+ This position serves as the primary escalation point for complex service issues, working closely with the managed service provider and internal teams to resolve problems.

+ The Manager leads root cause analysis, implements corrective actions, and ensures issues are addressed promptly to minimize impact on users.

Communication & Cross-Functional Collaboration:

+ Strong communication and collaboration skills are critical to success in this role.

+ You must engage effectively with IT leadership, business stakeholders, and external partners, providing clear, transparent communication and reporting.

+ The role requires the ability to convey complex information professionally across all levels and collaborate seamlessly with cross-functional teams in various locations.

Other Requirements:

e.g. Working conditions, physical requirements, travel, etc.

+ Ability to work onsite at the DeSoto, Kansas office and Kansas Factory, with up to 5% travel as needed.

+ Ability to work outside regular business hours as needed for critical incidents or projects.

+ Extensive experience troubleshooting advanced End User Services technical challenges and delivering practical, hands-on solutions to ensure seamless service continuity.

+ Proven track record of leading end-user technology initiatives from initial planning through successful implementation, driving improved user outcomes.

+ Demonstrated ability to guide and provide direction to junior engineers and support personnel, fostering growth and maintaining operational excellence.

+ Background in executing workplace digital transformation projects aimed at optimizing and elevating the end-user experience.

+ Strong understanding of ITIL principles and IT Service Management processes, including Change, Incident, Request, and Problem Management, applied within governance frameworks for End User Services.

+ Ability to develop and maintain a strategic roadmap for End User Services, focused on enhancing customer experience and optimizing service delivery across the enterprise.

+ Skilled in mentoring junior desktop support staff and taking ownership of key deliverables while working independently in a leadership capacity.

+ Excellent communication and collaboration skills for engaging with business units outside the department, managed service providers, and cross-functional teams.

+ Experience supporting technology evaluations and partnering with external vendors and managed service providers to implement innovative solutions.

Technology Requirements:

+

Hardware:

Expertise in laptops, desktops, mobile devices, tablets, printers, and peripherals. +

Networking:

Solid understanding of TCP /IP and basic network troubleshooting. +

Security:

Endpoint security best practices and tools (Trend Micro, CyberArk, Okta Verify). +

Operating Systems:

Windows, MacOS for end-user devices +

Applications:

Microsoft 365 Suite, Power BI, Okta, ServiceNow +

Identity Management:

Experience with Active Directory and Entra ID. +

Device Management:

JAMF , Intune, MECM , Managed Engine Endpoint Central +

Service Delivery Tools:

Familiarity with ServiceNow ( ITSM , Virtual Agent, Knowledge Base, ITBM ). +

Network Security Tools:

Familiarity with Zscaler for secure web gateway and network protection.

Preferred Certifications:

+ ITIL Foundations, Lean Six Sigma, CompITIA A+, CompTIA Network+, PMP or other related Microsoft or Apple certifications.

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