10+ years in IT Infrastructure & End User Services with 5+ years in Program/Project ManagementPosition OverviewWe 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 ResponsibilitiesProgram 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

Qualifications

B.E/B TechRange of Year Experience-Min Year9Range of Year Experience-Max Year12

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Senior Technical Lead