About this position

Senior Lead, End User Services

Location: Leesburg, VA
Company: VB Spine

Looking for a career where your work truly matters? At VB Spine, you’ll be part of a mission-focused team that supports surgeons during life-changing spinal procedures. We’re looking for driven individuals ready to learn quickly, adapt under pressure, and grow in a dynamic, fast-paced environment.

The Senior Lead, End User Services, will manage the overall global delivery and continuous improvement of VB Spine’s end user services — encompassing IT Help Desk services, On-Site Support teams, Vendor Management, KPI/Performance analysis, AI/Automation opportunities and technical escalations. This role is key in helping IT ensure a secure, reliable, and responsive support environment that enables every employee to work efficiently and productively, regardless of location. Reporting to the Senior Manager, End User Services, this individual will manage the global IT Service Desk (Level 1 and Level 2 support), oversee on-site walk-up IT centers at VB Spine’s key facilities, and ensure seamless end user device lifecycle management. The Senior Lead will partner closely with the global IT organization teams to ensure the support workflows are efficient and consistent, while also looking for next generation approach to modernizing the digital workplace experience.

The Senior Lead will lead a hybrid delivery model consisting of both internal VB Spine IT staff and outsourced service partners (“managed services”) responsible for global Help Desk coverage. This individual will ensure seamless coordination across all teams to deliver consistent, high-quality support 24/7.

What You’ll Do:

Global IT Help Desk Oversight

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.

Asset Management

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.

On-Site & Regional Support

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.

Finance, Continuous Improvement & Innovation

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.

What You Bring:

Bachelor’s degree in Information Technology, Computer Science, or a related field; or a minimum of 10 years relevant experience.
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.
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.
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.

Physical & mental requirements:

Ability to work in a fast-paced environment and manage multiple priorities
Strong analytical, problem-solving, and decision-making skills.
Occasional travel to company sites and vendor locations may be required.

Why VB Spine?

We believe in growing talent from within. At VB Spine, you’ll get the training, mentorship, and support you need to build a strong foundation in the medical sales field. You’ll work alongside a high-performing team, gain valuable operating room experience, and take your first step toward a rewarding and meaningful career.

Compensation:
Pay for this role is competitive and based on experience, with qualifications and performance taken into account.

VB Spine reserves the right to offer compensation outside of this listed range. Final compensation is determined on a case-by-case basis and considers a variety of factors, including experience level, skillset, and market conditions.

Benefits include:

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