VB Spine · 2 weeks ago
Senior Lead, End User Services
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expVB Spine is a mission-focused company that supports surgeons during life-changing spinal procedures. The Senior Lead, End User Services will manage the global delivery and continuous improvement of end user services, ensuring a secure and responsive support environment for all employees.
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 ensures 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
Required
Bachelor's degree in Information Technology, Computer Science, or a related field; or a minimum of 10 years relevant experience
Minimum 8+ years of progressive IT experience, including 3+ years in IT operations or service delivery management roles
Proven experience overseeing global IT Help Desk or End User Services organizations in a mid-size to large enterprise
Strong knowledge of ITSM frameworks (ServiceNow preferred) and global support models (follow-the-sun, outsourced partnerships)
Demonstrated experience in asset management approaches and technologies (e.g., Microsoft Intune, Apple Business Manager, SCCM)
Experience supporting hybrid/remote work environments and multi-site operations
Exceptional technical, communication, and customer service skills
Ability to work in a fast-paced environment and manage multiple priorities
Strong analytical, problem-solving, and decision-making skills
Preferred
ITIL certification (Foundation or higher) strongly preferred
Experience or certification in ServiceNow IT Service Management (ITSM) modules strongly preferred (e.g., Incident, Request, Knowledge, CMDB)
Training or certifications in service desk leadership, customer service management, or service delivery excellence (HDI, COBIT, etc.) preferred
Experience in regulated industries (medical device, life sciences, or healthcare) is a plus
Experience overseeing hybrid IT delivery models with a mix of internal teams and outsourced Managed Service Providers (MSPs), including vendor governance and performance management
Benefits
Comprehensive health, dental, and vision insurance
401(k) with company match
Paid time off (PTO) and holidays
Ongoing training and professional development opportunities
Opportunity to grow within a fast-paced, dynamic company
Company
VB Spine
VB Spine provides spine implants and spinal solutions for surgical procedures and patient care.
1001-5000 employees
Funding
Current Stage
Late StageRecent News
Medical Device Network
2026-01-17
Company data provided by crunchbase