Regional End User Services & Support Lead

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Role:
The Regional End User Services & Support Lead is the technical and operational backbone of end-user technology delivery across a defined geographic region. You are the senior practitioner your team turns to for complex escalations, your manager relies on for operational intelligence, and your business partners trust for consistent, high-quality service delivery.
You combine deep technical expertise in endpoint management, field support, and enterprise collaboration tools with the organizational maturity to coordinate a distributed team, manage escalations, and continuously improve service quality. You are not a people manager by title, but you lead by doing - setting the technical standard, mentoring junior staff, and owning regional delivery outcomes.
Core Responsibilities:

• Technical Leadership & Escalation Management
  • Serve as the senior escalation point for all complex endpoint, connectivity, hardware, and application issues that exceed Tier 1/2 capabilities
  • Lead technical root cause analysis for recurring or high-impact incidents, driving permanent remediation rather than workarounds
  • Maintain expert-level proficiency across the enterprise endpoint stack: Windows/macOS, Intune/JAMF, SCCM, Zscaler, and endpoint security tools
  • Act as regional subject matter expert for endpoint hardening, patch compliance, and device lifecycle management
  • Own the technical quality bar for regional deployments - hardware rollouts, OS upgrades, application packaging, and new hire provisioning
  • Evaluate and pilot new endpoint technologies, tools, and processes before regional or global rollout
• Regional Operations Coordination
  • Coordinate day-to-day field operations across multiple sites, ensuring technician coverage, ticket queue balance, and SLA adherence
  • Own regional incident and service request queues - monitor aging tickets, redistribute load, and intervene on stalled or at-risk items
  • Serve as operational liaison between field technicians and central IT operations, ensuring consistent execution of global policies and processes
  • Manage regional asset inventory, spare pool, and hardware logistics - coordinating with procurement, depot, and facilities teams
  • Maintain accurate and current documentation: regional runbooks, site-specific configurations, escalation paths, and known-issue libraries
  • Track and report weekly on regional KPIs: first-call resolution, mean time to resolve, SLA adherence, and customer satisfaction scores
• Team Development & Informal Leadership
  • Provide day-to-day technical mentorship to junior and mid-level field technicians, elevating team capability across the region
  • Conduct technical peer reviews of escalated tickets to identify coaching opportunities and knowledge gaps
  • Lead or co-facilitate regional team stand-ups, knowledge-sharing sessions, and post-incident reviews
  • Develop and maintain onboarding guides and technical training materials for new team members
  • Identify high-potential technicians and flag development opportunities to the Regional Manager
  • Model professionalism, urgency, and customer empathy in every interaction - setting the cultural tone for the regional team
• Stakeholder & End-User Engagement
  • Build trusted relationships with key on-site business stakeholders - office managers, executive assistants, department heads - as the face of regional IT support
  • Proactively communicate service disruptions, planned maintenance, and technology changes to affected user populations
  • Conduct periodic service reviews with local business partners to understand experience feedback and surface unmet needs
  • Partner with Work place services, Facilities, and HR on site-level technology events: new office opens, relocations, M&A onboarding waves
  • Champion end-user experience outcomes - not just ticket closure - as the defining measure of regional success
• Process Improvement & Knowledge Management
  • Identify and lead continuous improvement initiatives across the region: automation opportunities, process gaps, and tooling enhancements
  • Build and maintain a living regional knowledge base with step-by-step resolution guides, FAQs, and self-service content
  • Contribute to global knowledge management efforts by publishing validated solutions and participating in cross-regional knowledge reviews
  • Champion shift-left strategies by identifying high-volume issues suitable for self-service deflection or Tier 1 resolution
  • Implement and monitor feedback loops (post-ticket surveys, NPS) to ensure service quality data drives improvement action

Qualifications
Required Qualifications:

• Technical Expertise
  • 5+ years of hands-on end-user support experience in enterprise environments, with at least 2 years in a senior or lead capacity
  • Expert proficiency in Windows 10/11 and macOS endpoint management, troubleshooting, and configuration
  • Strong hands-on experience with MDM/UEM platforms: Microsoft Intune and/or JAMF Pro - policy management, compliance enforcement, application deployment
  • Solid understanding of enterprise networking fundamentals: DNS, DHCP, VPN (Zscaler ZIA/ZPA preferred), Wi-Fi, and proxy infrastructure as it affects end-user devices
  • Experience with Microsoft 365 stack: Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD), and Conditional Access
  • Familiarity with ITSM platforms (ServiceNow preferred) - ticket management, knowledge articles, and reporting
  • Experience supporting executive-level users and high-visibility incidents with demonstrated composure and precision
• Operational & Leadership Skills
  • Demonstrated ability to coordinate a distributed team across multiple sites without direct management authority
  • Experience owning regional or team-level SLA performance and driving measurable improvement in MTTR and first-call resolution
  • Strong documentation skills: runbooks, SOPs, knowledge base articles, and training guides
  • Analytical mindset - able to interpret ticket data, identify trends, and translate insights into action
  • Proven mentorship capability with clear examples of elevating team technical skills
• Communication & Stakeholder Skills
  • Strong written and verbal communication skills with the ability to translate technical information for non-technical audiences
  • Natural customer-facing presence - professional, empathetic, and responsive under pressure
  • Experience engaging with director-level and above business stakeholders as an IT service representative

Preferred Qualifications:

• Microsoft certifications: MD-102 (Endpoint Administrator), MS-700 (Teams), SC-300 (Identity & Access)
• ITIL Foundation certification or equivalent service management framework experience
• Experience with endpoint security tools: CrowdStrike, Defender for Endpoint, or equivalent
• Familiarity with automation tooling: PowerShell scripting, Power Automate, or endpoint automation platforms (Tanium preferred)
• Experience in high-growth or post-M&A environments requiring rapid scale of EUS operations
• Exposure to AIOps or AI-assisted IT support platforms (e.g., Moveworks)

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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