Operations Manager, End User Services

Operations Manager, 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 Operations Manager, IT 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 Operations Manager 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 Operations Manager 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.

• 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…