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VB Spine · 1 day ago

Operations Manager, End User Services

Leesburg, VA

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

VB Spine is a company dedicated to supporting surgeons during spinal procedures, and they are seeking an Operations Manager for End User Services. This role will manage the global delivery and improvement of IT end user services, ensuring high-quality support and efficient workflows across the organization.

E-CommerceHospitalManufacturingMedical Device

Responsibilities

Ensure the global IT Help Desk organization, including both in-house and outsourced resources, deliver a high-quality, 24/7 end-user support model across all regions, languages, and functions

Serve as the primary interface with external Managed Service Providers (MSPs) responsible for Level 1 and Level 2 support, monitoring SLA, KPI, and other applicable performance metrics

Conduct regular reviews with internal teams to assess service performance, customer satisfaction, and opportunities for improvement

Align staffing plans and coverage models with the MSPs across time zones to ensure consistent support for all global users

Research and plan the implementation of next-gen Agentic AI tooling for improving DEX, customer satisfaction and efficiency gains across the org

Lead teams in ensuring proper management of all IT assets, including laptops, desktops, all-in-ones, mobile phones, tablets, software, licensing, printers, and more

Lead teams in utilizing vendor relationships for hardware procurement, warranty, and lease programs

Lead the teams who are responsible for ensuring our global device refresh program is successful

Monitor the performance of the IT support presence at VB Spine’s Global Headquarters (Leesburg, VA), Manufacturing Facility (Cestas, France), and any other locations that are deemed critical

Ensure the Level 2 team provide consistent walk-up and “white glove” executive support services for critical users and events

Ensure the proper teams provide proactive, real-time, and reactive support for all conference rooms and gathering spaces across all locations

Assist the EUS Team in executing on a multi-year roadmap for end-user experience modernization, including digital workplace initiatives and user-centric metrics

Lead a team who ensure proper financial oversight over owned areas such as mobile plans, hardware leasing, MSP invoicing, Teams voice plans, software procurement and licensing, printer leasing, conferencing-related items, peripherals, and more

Work with the Senior Manager to identify areas where automation, Agentic AI chatbots, and predictive analytics will push the IT Operations forward by enhancing DEX across all of VB Spine

Embrace a customer-first culture across all daily activities and decisions, ensuring responsiveness, empathy, and excellence in every interaction

Openly collaborate with IT teams and business partners to deliver an integrated support ecosystem

Build and maintain strong partnerships with third-party service providers while fostering integration and collaboration with internal VB Spine IT teams to deliver unified user experiences

Qualification

IT Help Desk ManagementNetwork AdministrationVendor ManagementPerformance AnalysisAI/Automation ImplementationCisco ExpertiseMicrosoft AzureNetwork ProtocolsProblem-Solving SkillsCommunication SkillsLeadership SkillsCollaboration Skills