Regional End User Services Manager

Candescent is the leading cloud-based digital banking solutions provider for financial institutions. We are transforming digital banking with intelligent, cloud-powered solutions that connect account opening, digital banking, and branch experiences for financial institutions. Our advanced technology and developer tools enable seamless, differentiated customer journeys that elevate trust, service, and innovation. Success here requires flexibility in a fast-paced environment, a client-first mindset, and a commitment to delivering consistent, reliable results as part of a performance-driven, values-led team.  With team members around the world, Candescent is an equal opportunity employer.

Candescent is the leading cloud-based digital banking solutions provider for financial institutions. We are transforming digital banking with intelligent, cloud-powered solutions that connect account opening, digital banking, and branch experiences for financial institutions. Our advanced technology and developer tools enable seamless, differentiated customer journeys that elevate trust, service, and innovation. Success here requires flexibility in a fast-paced environment, a client-first mindset, and a commitment to delivering consistent, reliable results as part of a performance-driven, values-led team. With team members around the world, Candescent is an equal opportunity employer.

The Regional End-User Services Manager leads IT support and end-user computing services across North America, including sites in Atlanta, New York, Waterloo (Canada), San Ramon, and remote employees. This role ensures reliable, efficient, and customer-focused IT experiences by overseeing regional field support teams and endpoint management operations. The manager drives service improvements, standardizes processes, and aligns regional operations with global End-User Services and IT strategies.

Responsibilities:

Service Delivery Management

• Oversee regional IT support operations (on-site and remote).

• Ensure SLAs and KPIs are consistently met or exceeded.

• Partner with global IT teams to deploy enterprise standards, tools, and policies.

Leadership & People Management

• Manage and develop IT support engineers and team leads across multiple sites.

• Foster a culture of accountability, collaboration, and continuous improvement.

• Coordinate staffing, training, and performance management for regional teams.

Operational Excellence

• Drive adoption of ITIL-based best practices for incident, request, and problem management.

• Lead regional projects (hardware refreshes, software rollouts, M365 or ServiceNow transitions).

• Maintain accurate asset inventories and oversee lifecycle management of devices.

Customer Experience & Communication

• Serve as the primary point of contact for IT service delivery in the region.

• Build strong relationships with business leaders to understand technology needs.

• Provide regular reporting on service performance, trends, and improvement plans.

Continuous Improvement & Innovation

• Identify opportunities to automate or streamline support processes.

• Collaborate with cybersecurity, infrastructure, and application teams to enhance security and productivity.

• Contribute to the global IT roadmap and participate in cross-regional governance forums.

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• 7+ years in IT service delivery or end-user support roles.

• 3+ years in managerial or regional leadership capacity.

• Experience supporting hybrid work environments with onshore and offshore resources.

Technical Skills

• Strong understanding of ITIL framework and service management tools (e.g., ServiceNow).

• Knowledge of Windows, macOS, and mobile device management (MDM) platforms.

• Familiarity with enterprise collaboration tools (M365, Teams).

• Exposure to endpoint security, automation, and asset management systems.

Soft Skills

• Excellent leadership, communication, and stakeholder management abilities.

• Data-driven approach to performance management and service improvement.

• Strong problem-solving and decision-making skills under pressure.

Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.