End User Support Services Manager

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. 

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Overview

East West Bank is seeking an experienced technology leader to serve as Manager of End User Support Services. This role is responsible for the governance, service delivery, and operational leadership of all employee-facing technology support services across a globally distributed workforce.

The role will lead the teams responsible for the IT Help Desk/Call Center, Desktop Services, Executive/VIP Support, and IT Procurement functions across back office, and branch locations. This individual will ensure technology support services are delivered consistently, efficiently, and with a strong focus on employee experience, operational excellence, and regulatory compliance.

The successful candidate must possess significant experience leading large-scale IT Call Center, Service Desk, Help Desk, Desktop Support, or End User Services organizations within a globally distributed workforce. This role requires a proven operational leader who understands workforce management, end-user support operations, service management disciplines, and exceptional customer experience management.

The successful candidate will be responsible for establishing service offerings and Service Level Agreements (SLAs), developing Key Performance Indicators (KPIs), and ensuring service performance is transparent, measurable, and aligned with business objectives.

Responsibilities

The FVP will provide leadership and oversight for:

IT Call Center & Help Desk Services

• Call intake and triage operations
• Incident and service request fulfillment
• User communications and support
• Knowledge management
• Escalation management
• Workforce planning and scheduling

Desktop Services

• End User equipment provisioning
• Field services: Branch and office support
• Executive and VIP support services
• Conference room and collaboration technology support

IT Procurement & Asset Management

• Technology purchasing
• Inventory governance
• Asset lifecycle management
• Vendor coordination
• Hardware refresh programs
• Inventory management

Key Responsibilities

Leadership & Organizational Management

• Lead and develop a high-performing End User Support Services organization delivering technology support services nationwide.
• Establish strategic direction, operational objectives, and service delivery standards for all end-user support functions.
• Provide leadership, coaching, mentoring, and performance management to managers and supervisors responsible for Help Desk, Desktop Services, Executive Support, Provisioning, and Procurement teams.
• Develop organizational capabilities, succession plans, staffing strategies, and career development programs.
• Foster a customer-centric culture emphasizing accountability, responsiveness, professionalism, and service excellence.

IT Call Center & Service Desk Leadership

• Own all IT Call Center and Help Desk operations supporting associates across all offices and locations.
• Establish workforce management practices to ensure adequate staffing and support coverage.
• Define call center operating procedures, quality standards, escalation models, and performance expectations.
• Drive improvements in first-contact resolution, service quality, customer satisfaction, and operational efficiency.
• Implement best practices for call handling, ticket routing, escalation management, and support delivery.
• Ensure support operations consistently meet established service commitments.

Desktop Services & Executive Support

• Oversee enterprise desktop support operations across corporate offices, operations centers, and branch locations.
• Oversee enterprise endpoint provisioning and deployment operations.
• Ensure delivery of consistent and responsive field support services.
• Establish standards for executive and VIP support services.
• Ensure technology support experiences meet the expectations of senior leadership and critical business functions.
• Drive service consistency across all physical locations.

Service Portfolio & Service Management

• Establish formally documented service offerings and support models.
• Define service ownership, service boundaries, request fulfillment processes, and user expectations.
• Ensure all services are published, measurable, supportable, and aligned with business requirements.
• Partner with IT Service Management teams to ensure support services are effectively represented within the ITSM platform.
• Establish and maintain Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and service commitments.
• Ensure KPI reporting is transparent, accurate, and actionable.
• Regularly review service performance with senior leadership and business stakeholders.

Qualifications

• Bachelor’s degree in information technology, Business Administration, Computer Science, or related discipline.
• Minimum 10 years of progressive IT support leadership experience.
• Minimum 5 years managing enterprise IT Call Center, Service Desk, Help Desk, Desktop Services, or End User Support organizations.
• Banking, financial services, credit union, mortgage, brokerage, or other regulated financial industry experience required.
• Demonstrated hands-on experience managing technology call center operations, workforce management, and service delivery functions.
• Experience leading managers and supervisors in a geographically distributed support organization.
• Experience defining service catalogs, support offerings, operating procedures, and support models.
• Experience establishing and managing SLAs, OLAs, KPIs, and service governance programs.
• Strong understanding of ITIL and IT Service Management principles.
• Experience presenting operational performance, service metrics, and improvement initiatives to senior leadership.

Preferred Qualifications

• ITIL Foundation, ITIL Managing Professional, HDI Support Center Manager, or Service Desk Institute certifications.
• Experience with Jira Service Management, ServiceNow, or comparable ITSM platforms.
• Experience supporting organizations with 5,000+ employees.
• Experience leading Executive Support or VIP Support programs.
• Working knowledge of: 
  • Microsoft 365
  • Windows and Apple endpoint environments
  • Intune and endpoint management solutions
  • Device lifecycle management
  • Technology procurement processes
  • Contact center operations and workforce management
• Experience building service portfolios and formal service-level management programs.
• Strong understanding of end-user technology services within highly regulated environments.

Applicants must have legal authorization to work in the United States.  We do not offer visa sponsorship at this time.  

Compensation

The base pay range for this position is USD $140,000.00/Yr. - USD $180,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.