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At MetLife, we’re a purpose-driven company that helps our customers build a more confident future.
The Role
The End User Technology Services Manager leads the management and delivery of end-user IT services, improving user experience and operational efficiency while ensuring quality and adherence to enterprise standards.
Summary Generated by Built In
Description and Requirements
We are experts and globally recognized leaders in insurance. We have more than 150 years of experience delivering the best in life insurance, annuities, and employee benefits programs to more than 90 million customers in 50 countries around the world. In Mexico, we are the #1 insurer of individuals in the country, with more than 10 million insured customers.
The End‑User Technology Services Manager is responsible for delivering, optimizing, and transforming end‑user services to ensure a seamless, secure, and innovative digital experience for employees in Mexico. This is an exciting opportunity to lead essential technology touchpoints that directly impact productivity and employee satisfaction across the organization. Success in this role requires strong leadership, strategic thinking, and the ability to drive continuous improvement. The position oversees the full lifecycle of end‑user services and ensures alignment with enterprise standards. You'll collaborate closely with global and regional IT teams, business leaders, vendors, and regulators in a highly interconnected environment.
How You'll Help Us Build a Confident Future (Key Responsibilities)
• Lead the delivery and governance of End‑User Services, ensuring service quality and adherence to SLAs • Create automation‑driven improvements that elevate user experience and operational efficiency • Oversee Service Desk, VIP Support, Mobile, Print, VDI, On‑site Support, and Multimedia operations • Manage incidents, compliance activities, contracts, vendors, and financial planning for all service areas • Develop high‑performing teams through coaching, upskilling, and performance management • Coordinate project initiatives and alignment with global and regional technology strategies
What You Need to Succeed (Required Qualifications)
• Degree in Computer Science, Information Systems, or related field, supporting expertise in leading complex IT environments • ServiceNow expertise for reporting, dashboarding, and operational automation • Knowledge of ITIL, DevOps, or PMP frameworks to drive operational excellence and governance • Strong communication, problem‑solving abilities, and capability to thrive under pressure • Leadership, negotiation skills, and ability to collaborate across diverse, global teams
What Can Give You an Edge (Additional Skills)
• 7-10+ years of experience managing large‑scale end‑user environments and technology operations • Experience with virtual desktop environments and cloud‑enabled end‑user computing • Strength in relationship‑building, stakeholder management, and cross‑functional collaboration • Ability to manage offshore teams and navigate multicultural settings effectively
At MetLife, we are committed to fostering diversity among our employees through non‑discriminatory practices, regardless of race, gender expression or identity, sexual orientation, religion, age, nationality, marital status, disabilities, physical condition, or economic status. HIV and pregnancy tests are not required for hiring, continued employment, or promotion, and we provide equal employment opportunities for all.
We share the link to our Job Posting Policy, which outlines the guidelines for publishing job openings.
Beneficios que Ofrecemos
Nuestros beneficios están diseñados para cuidar su bienestar holístico con programas para la salud física y mental, el bienestar financiero y el apoyo para las familias. Ofrecemos seguro de gastos médicos mayores, seguro de vida en combinación con un paquete de compensación competitivo junto con bonificaciones por rendimiento, fondo de ahorro y plan de pensiones. También ofrecemos permisos parentales y de adopción ampliados, así como beneficios adicionales como tiempo libre de voluntariado, días libres por su cumpleaños y el Día del Patrimonio Cultural, eventos culturales y deportivos, ¡y mucho más!
Acerca de MetLife
Reconocida en la lista de la revista Fortune de las "Empresas más admiradas del mundo" de 2025 y en la lista de los 25 mejores lugares para™ trabajar en el mundo de Fortune para 2025, MetLife, a través de sus subsidiarias y afiliadas, es una de las principales empresas de servicios financieros del mundo; proporcionando seguros, anualidades, beneficios para empleados y gestión de activos a clientes individuales e institucionales.
Nuestro propósito es simple: ayudar a nuestros colegas, clientes, comunidades y al mundo en general a crear un futuro más seguro.Unidos por un propósito y guiados por nuestros valores fundamentales - Ganar Juntos, Hacer lo Correcto, Entregar Impacto sobre Actividad y Pensar en el Futuro - estamos inspirados para transformar el próximo siglo en los servicios financieros. En MetLife, es #AllTogetherPossible ¡Únete a nosotros!
At MetLife, we are committed to fostering diversity among employees, through non-discriminatory treatment for reasons of gender, gender expression, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition, HIV and embarrassment as a requirement for entry, permanence or ascension and there is equal employment opportunities.
#BI-Hybrid
We are experts and globally recognized leaders in insurance. We have more than 150 years of experience delivering the best in life insurance, annuities, and employee benefits programs to more than 90 million customers in 50 countries around the world. In Mexico, we are the #1 insurer of individuals in the country, with more than 10 million insured customers.
The End‑User Technology Services Manager is responsible for delivering, optimizing, and transforming end‑user services to ensure a seamless, secure, and innovative digital experience for employees in Mexico. This is an exciting opportunity to lead essential technology touchpoints that directly impact productivity and employee satisfaction across the organization. Success in this role requires strong leadership, strategic thinking, and the ability to drive continuous improvement. The position oversees the full lifecycle of end‑user services and ensures alignment with enterprise standards. You'll collaborate closely with global and regional IT teams, business leaders, vendors, and regulators in a highly interconnected environment.
How You'll Help Us Build a Confident Future (Key Responsibilities)
• Lead the delivery and governance of End‑User Services, ensuring service quality and adherence to SLAs • Create automation‑driven improvements that elevate user experience and operational efficiency • Oversee Service Desk, VIP Support, Mobile, Print, VDI, On‑site Support, and Multimedia operations • Manage incidents, compliance activities, contracts, vendors, and financial planning for all service areas • Develop high‑performing teams through coaching, upskilling, and performance management • Coordinate project initiatives and alignment with global and regional technology strategies
What You Need to Succeed (Required Qualifications)
• Degree in Computer Science, Information Systems, or related field, supporting expertise in leading complex IT environments • ServiceNow expertise for reporting, dashboarding, and operational automation • Knowledge of ITIL, DevOps, or PMP frameworks to drive operational excellence and governance • Strong communication, problem‑solving abilities, and capability to thrive under pressure • Leadership, negotiation skills, and ability to collaborate across diverse, global teams
What Can Give You an Edge (Additional Skills)
• 7-10+ years of experience managing large‑scale end‑user environments and technology operations • Experience with virtual desktop environments and cloud‑enabled end‑user computing • Strength in relationship‑building, stakeholder management, and cross‑functional collaboration • Ability to manage offshore teams and navigate multicultural settings effectively
At MetLife, we are committed to fostering diversity among our employees through non‑discriminatory practices, regardless of race, gender expression or identity, sexual orientation, religion, age, nationality, marital status, disabilities, physical condition, or economic status. HIV and pregnancy tests are not required for hiring, continued employment, or promotion, and we provide equal employment opportunities for all.
We share the link to our Job Posting Policy, which outlines the guidelines for publishing job openings.
Beneficios que Ofrecemos
Nuestros beneficios están diseñados para cuidar su bienestar holístico con programas para la salud física y mental, el bienestar financiero y el apoyo para las familias. Ofrecemos seguro de gastos médicos mayores, seguro de vida en combinación con un paquete de compensación competitivo junto con bonificaciones por rendimiento, fondo de ahorro y plan de pensiones. También ofrecemos permisos parentales y de adopción ampliados, así como beneficios adicionales como tiempo libre de voluntariado, días libres por su cumpleaños y el Día del Patrimonio Cultural, eventos culturales y deportivos, ¡y mucho más!
Acerca de MetLife
Reconocida en la lista de la revista Fortune de las "Empresas más admiradas del mundo" de 2025 y en la lista de los 25 mejores lugares para™ trabajar en el mundo de Fortune para 2025, MetLife, a través de sus subsidiarias y afiliadas, es una de las principales empresas de servicios financieros del mundo; proporcionando seguros, anualidades, beneficios para empleados y gestión de activos a clientes individuales e institucionales.
Nuestro propósito es simple: ayudar a nuestros colegas, clientes, comunidades y al mundo en general a crear un futuro más seguro.Unidos por un propósito y guiados por nuestros valores fundamentales - Ganar Juntos, Hacer lo Correcto, Entregar Impacto sobre Actividad y Pensar en el Futuro - estamos inspirados para transformar el próximo siglo en los servicios financieros. En MetLife, es #AllTogetherPossible ¡Únete a nosotros!
At MetLife, we are committed to fostering diversity among employees, through non-discriminatory treatment for reasons of gender, gender expression, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition, HIV and embarrassment as a requirement for entry, permanence or ascension and there is equal employment opportunities.
#BI-Hybrid
Top Skills
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Itil
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What the Team is Saying
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The Company
What We Do
We're honored to be No. 10 on Great Place to Work's World's Best Workplaces and recognized in the Fortune 100 Best Companies to Work For® list in 2025. At MetLife, we're leading the global transformation of an industry we’ve defined for over 157 years.
At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife fosters an inclusive culture where our people are energized and inspired to deliver for our customers and communities.
Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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MetLife Teams
Product + Tech
About our Teams
MetLife Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
Typical time on-site:
Flexible
New York City, NY
Pune, IN
Mexico City, MX
Bridgewater, NJ
Cary, NC
Clark Summit, PA
Greenville, SC
Hyderabad, IN
Tampa, FL
Whippany, NJ
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