Senior Technical Lead

Job Description:
Senior Technical Program Manager - End User Services (Offshore Remote) Location: Offshore - Remote Employment Type: Full-time Experience Required: 10+ years in IT Infrastructure & End User Services with 5+ years in Program/Project Management Position Overview We are seeking a Senior Technical Program Manager (TPM) with deep experience in End User Services to manage the planning, execution, and delivery of large-scale initiatives across Service Desk, Desktop Engineering, Remote Support, and Collaboration Platforms. This is a remote offshore role requiring close collaboration with onshore IT leadership, global stakeholders, and delivery teams to ensure seamless, high-quality IT support and workplace modernization. Key Responsibilities Program Management & Governance - Lead and manage end-to-end delivery of end user technology programs - Create detailed project plans, schedules, resource allocations, and RAID logs - Drive execution through Agile/Scrum or hybrid methodologies - Ensure compliance with SLA, KPI, and contract deliverables End User Services & Desktop Engineering - Coordinate global Service Desk activities, including L1/L2 escalation models - Oversee device provisioning, imaging (SCCM/Intune/JAMF), patching, software deployment - Implement remote support best practices and automation (e.g., Bomgar, BeyondTrust) - Drive zero-touch provisioning, standard device builds, and application packaging Collaboration & Modern Workplace - Lead transformation of collaboration tools: Microsoft 365, Teams, Zoom, Slack - Ensure governance of access policies, licenses, compliance configurations - Enable training, adoption, and change management for end users Reporting, Tools, and Analytics - Design and deliver executive dashboards (Power BI, ServiceNow, Excel) - Track performance using tools like SysTrack, Nexthink, ServiceNow, Freshservice - Conduct root cause analysis (RCA), trend analysis, and capacity planning Stakeholder & Vendor Management - Engage with onshore program sponsors, service owners, and compliance teams - Manage offshore delivery teams (engineers, SMEs, L1/L2 agents) - Govern third-party service providers and outsourcing partners Required Skills & Qualifications - 10+ years of experience in End User Services, IT Infrastructure, or Workplace IT - 5+ years in a senior program/project management role - Strong understanding of: ITIL framework and service delivery models SCCM, Intune, JAMF, AutoPilot, Workspace ONE Collaboration tools: Microsoft 365, Exchange Online, Teams, Zoom ServiceNow or other ITSM platforms - Experience leading offshore delivery teams and working across time zones - Proven ability to communicate with VP/C-level stakeholders - Excellent organizational, documentation, and communication skills Preferred Certifications - PMP, PRINCE2, or SAFe Agile certification - ITIL v4 Foundation or Intermediate - Microsoft 365 Certified: Modern Desktop Administrator Associate Work Hours - Flexible offshore shift aligned to US Pacific or Central Time - Must be available for daily sync-ups with onshore leadership