IT Manager, End User Services (Desktop Support - Onsite)

Job description

About our group: End User Services (EUS) is a critical function within Seagate's Global IT organization, responsible for delivering exceptional technology services and employee experiences across the enterprise. EUS encompasses Global Service Desk, Desktop Support, Client Technologies, Workplace Technology, and IT Communications teams. Our mission is to enable employee success through reliable, secure, innovative, and efficient technology solutions that improve productivity, enhance collaboration, and support business objectives worldwide. The Fremont Site Services team serves as the primary IT partner for local and remote employees and business stakeholders, providing support for endpoint computing, collaboration technologies, workplace services, conference rooms, asset lifecycle management, and executive support. About the role - you will: Leadership & Team Development: Lead, coach, mentor, and develop a team of desktop support professionals. Recruit, onboard, and retain high-performing talent while fostering career growth and skill development. Establish clear goals, performance expectations, and development plans aligned with EUS and business objectives. Conduct regular one-on-one meetings, performance reviews, coaching sessions, and team meetings. Foster a culture of accountability, collaboration, innovation, inclusion, knowledge sharing, and continuous improvement. Promote exceptional customer service standards, professionalism, and operational excellence. Service Delivery & Operational Excellence: Own day-to-day End User Services operations for the Fremont site, including incidents, requests, escalations, and support coverage. Ensure timely resolution of technical issues while maintaining high levels of customer satisfaction and service quality. Manage workload distribution, queue health, SLA attainment, backlog management, and operational readiness. Serve as the primary escalation point for critical incidents and high-priority technical issues. Drive continuous service improvements through process optimization, standardization, and operational best practices. Maintain consistent service delivery with minimal disruption to employees and business operations. Endpoint & Workplace Technology Leadership: Provide leadership for endpoint technologies including Windows 11, Microsoft 365, Microsoft Teams, Entra ID, Intune, Autopilot, endpoint security, collaboration tools, and workplace technologies. Lead endpoint lifecycle management activities including deployments, refreshes, upgrades, migrations, and hardware planning. Support executive and VIP technology needs with professionalism, discretion, and urgency. Ensure conference rooms, audiovisual systems, hybrid meeting technologies, and workplace collaboration tools remain fully operational. Partner with Client Technologies, Infrastructure, Network Engineering, Security, and Service Desk teams to deliver seamless technology experiences. Security, Compliance & Risk Management: Ensure compliance with corporate IT policies, security standards, operational controls, and regulatory requirements. Lead efforts related to endpoint compliance, vulnerability remediation, patch management, Windows Hello adoption, and security hardening initiatives. Maintain audit readiness through proactive review and remediation of compliance findings. Ensure physical security and accountability of IT assets, inventory, and storage areas. Maintain accurate operational documentation, procedures, audit evidence, and knowledge repositories. Partner with Information Security teams to strengthen endpoint security and reduce organizational risk. Asset, Inventory & Lifecycle Management: Oversee asset management processes, inventory accuracy, spare equipment programs, and hardware lifecycle planning. Ensure proper tracking, disposition, and documentation of IT assets in accordance with corporate standards. Coordinate procurement activities, hardware forecasting, vendor engagement, and refresh planning. Maintain accurate inventory reporting and compliance documentation within enterprise systems. Site Leadership & Stakeholder Management: Serve as the primary IT point of contact for Fremont site services and workplace technology initiatives. Build trusted relationships with employees, executive leadership, Facilities, Security, HR, Procurement, and business partners. Support onboarding, offboarding, employee moves, office expansions, and workplace technology projects. Communicate effectively during incidents, service disruptions, and planned technology changes. Represent site priorities and advocate for employee needs in regional and global EUS initiatives. Innovation, AI & Continuous Improvement: Champion adoption of AI-driven solutions, automation technologies, Microsoft Copilot, and digital workplace innovations. Identify opportunities to streamline workflows, eliminate manual processes, and improve service efficiency. Analyze service metrics, customer feedback, trends, and operational data to drive informed decision making. Create and maintain operational procedures, knowledge articles, and process documentation. Lead initiatives focused on service quality improvement, employee productivity, and customer experience enhancement. Evaluate emerging technologies and recommend solutions that support EUS strategy and business goals. Project & Vendor Management: Lead site-level IT projects including infrastructure improvements, desktop modernization efforts, office expansions, and workplace technology deployments. Coordinate execution of global EUS initiatives at the local site level. Manage vendor relationships and service providers to ensure quality delivery, cost effectiveness, and contractual compliance. Partner with procurement teams on technology acquisitions, licensing, lifecycle planning, and budget forecasting. Ensure projects are delivered on schedule, within scope, and aligned with business objectives. About you: Excellent knowledge of IT service management principles and support operations in large enterprise environments. Demonstrated success leading teams in fast-paced, customer-focused organizations. Excellent analytical, organizational, problem-solving, and decision-making skills. Excellent written and verbal communication skills, including executive-level communication. Proven ability to build strong partnerships across technical and business organizations. Passion for delivering exceptional employee experiences and customer service. Experience leveraging AI technologies and automation to improve operational effectiveness and productivity. Your experience includes: End User Services, Desktop Support, IT Operations, or enterprise technical support environments. People leadership experience managing and developing technical support teams. Enterprise desktop and endpoint management. Windows 11 and Microsoft 365 ecosystem. Microsoft Teams and collaboration technologies. Entra ID (Azure AD), Active Directory, and endpoint security solutions. Intune, Autopilot, MECM/SCCM, JAMF, or equivalent endpoint management platforms. ITSM platforms such as Freshservice, ServiceNow, or similar solutions. Incident, change, problem, and asset management processes. Reporting and analytics using Power BI, Excel, or similar tools. Endpoint compliance, vulnerability remediation, and security management. You might also have: Microsoft Modern Workplace, Microsoft 365, Endpoint Management, Security, ITIL, HDI, CompTIA, or related certifications. Experience supporting global or multi-site End User Services organizations. Experience managing executive support programs. Experience with AV technologies, conference rooms, and hybrid workplace solutions. Experience with Microsoft Copilot, AI-enabled workplace technologies, and automation initiatives. Experience with budget planning, forecasting, procurement, and vendor management. Salary: The estimated base salary range for this position is $98,100.00 - $143,000.00 The individual salary is based on work location and additional factors, including job-related skills, experience, and relevant education or training. Benefits: Seagate offers comprehensive benefits to its eligible employees, including, but not limited to, eligibility to participate in discretionary bonus program, medical, dental, vision, and life insurance, short-and long-term disability, 401(k), employee stock purchase plan, health savings account, dependent care, and healthcare spending accounts. Seagate also offers paid time off, including 12 holidays, flexible time off provided pursuant to Seagate policy, a minimum of 48 hours of paid sick leave, and 16 weeks of paid parental leave. The benefits for this position are based on a full-time schedule for a full calendar year and may differ depending on work location. This role is not eligible for sponsorship Location: This is an onsite position in Fremont, CA Fremont: Our Gold LEED-certified Fremont product-design campus drives innovation, bringing together a diverse set of engineering, design, operations, support and administrative teams. The site is equipped with state-of-the-art clean room and lab space. On-site social activities are popular, including our annual BBQ, ice cream social, and holiday events. Wellness programs, gaming rooms and the on-site fitness center help round out and balance your Seagate work-life experience, along with opportunities to give back to our local community Location : Fremont USA Research Center Travel : Up to 10%