Senior Manager, End-User Computing Services - Simon & Schuster : Job Details

1230 Ave of the Americas, New York, NY 10036, USA

Posted Monday 21 July 2025 at 4:00 am

Simon & Schuster was named to Forbes magazine list of America's Best Mid-Size Employers 2022. Simon & Schuster is a global leader in general interest publishing, dedicated to providing the best in fiction and nonfiction for readers of all ages, and in all printed, digital and audio formats. Its distinguished roster of authors includes many of the world's most popular and widely recognized writers, and winners of the most prestigious literary honors and awards. It is home to numerous well-known imprints and divisions such as Simon & Schuster, Scribner, Atria Books, Gallery Books, Pocket Books, Adams Media, Simon & Schuster Children's Publishing and Simon & Schuster Audio and international companies in Australia, Canada, India and the United Kingdom, and proudly brings the works of its authors to readers in more than 200 countries and territories. For more information visit our website at www.simonandschuster.com.

The Senior Manager, Client Services & Support is responsible for leading and overseeing the enterprise-wide support of end-user computing environments. This role manages a team of desktop support technicians and service desk professionals to deliver exceptional technical support, ensure timely resolution of issues, and maintain high levels of customer satisfaction. The Senior Manager plays a key role in setting service strategies, developing policies and procedures, implementing support technologies, and ensuring a secure, stable, and scalable desktop infrastructure.

Please note that this is a full-time on-site position based in our Rockefeller Center office in New York City.

Key Responsibilities:

• Lead, mentor, and manage a team of desktop support staff across multiple locations or remote environments.
• Define and implement desktop support strategies, SLAs, and best practices that align with the organization's goals.
• Oversee incident, service request, and problem management processes to ensure efficient and effective resolution of user issues.
• Serve as the escalation point for complex technical problems, providing guidance and direction to team members.
• Develop and enforce standards for hardware, software, and peripherals to ensure compatibility, security, and efficiency.
• Manage software deployment, desktop imaging, patching, and asset management processes.
• Collaborate with Information Security and Infrastructure teams to ensure adherence to IT security policies, including endpoint protection and data loss prevention.
• Evaluate and recommend tools, systems, and services that enhance the desktop support experience (e.g., remote support tools, monitoring solutions, ticketing systems).
• Track key performance metrics (KPIs) and use data to drive service improvements and resource allocation.
• Oversee IT onboarding/offboarding processes to ensure smooth and secure transitions for employees.
• Develop and manage desktop support budget, including forecasting hardware/software needs and support staffing.
• Drive continuous improvement efforts, including user satisfaction surveys, root cause analysis, and training initiatives.

Qualifications:

Required:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of IT support experience, with at least 3 years in a leadership or management role.
• Demonstrated experience managing geographically dispersed or hybrid teams.
• Strong knowledge of Windows and macOS environments, Microsoft 365, Active Directory, SCCM/Intune, and ticketing systems (e.g., ServiceNow, Jira).
• Experience with endpoint security solutions and compliance policies.
• Proven track record of delivering exceptional end-user support and driving process improvement.

Preferred:

• Experience with cloud-based desktop services or virtual desktop infrastructure (VDI).
• Familiarity with identity and access management and mobile device management solutions.
• Change management and project management experience.
• Strong leadership, team-building, and coaching skills.
• Excellent problem-solving and troubleshooting abilities.
• Customer-centric mindset with a focus on service excellence.
• Effective communication skills with both technical and non-technical audiences.
• Ability to manage multiple priorities and deliver under pressure.

Simon & Schuster US is an equal opportunity employer (EOE) including disability/vet. At Simon & Schuster US, the spirit of inclusion feeds into everything that we do. From employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Simon & Schuster US is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.The hiring salary range for this position applies to New York City, California, Colorado, Washington state, and most other geographies. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and PTO or, if applicable. Additionally, employees have access to our industry-first, Broad Based Ownership program, which makes all employees partners in our shared success.

Candidates hired for this or any other posted Simon & Schuster role will be employees of Simon & Schuster, LLC, subject to all policies , including theWorkplace Privacy Notice , and eligible solely for the benefits plans thereof.

1230 Ave of the Americas, New York, NY 10036, USA