IT Manager, End User Services (Desktop Support - Onsite)

End User Services (EUS) is a critical function within Seagate's Global IT organization, responsible for delivering exceptional technology services and employee experiences across the enterprise. EUS encompasses Global Service Desk, Desktop Support, Client Technologies, Workplace Technology, and IT Communications teams.   Our mission is to enable employee success through reliable, secure, innovative, and efficient technology solutions that improve productivity, enhance collaboration, and support business objectives worldwide.   The Fremont Site Services team serves as the primary IT partner for local and remote employees and business stakeholders, providing support for endpoint computing, collaboration technologies, workplace services, conference rooms, asset lifecycle management, and executive support. About the role - you will:

Lead, coach, mentor, and develop a team of desktop support professionals. Recruit, onboard, and retain high-performing talent while fostering career growth and skill development. Establish clear goals, performance expectations, and development plans aligned with EUS and business objectives. Conduct regular one-on-one meetings, performance reviews, coaching sessions, and team meetings. Foster a culture of accountability, collaboration, innovation, inclusion, knowledge sharing, and continuous improvement. Promote exceptional customer service standards, professionalism, and operational excellence.

Own day-to-day End User Services operations for the Fremont site, including incidents, requests, escalations, and support coverage. Ensure timely resolution of technical issues while maintaining high levels of customer satisfaction and service quality. Manage workload distribution, queue health, SLA attainment, backlog management, and operational readiness. Serve as the primary escalation point for critical incidents and high-priority technical issues. Drive continuous service improvements through process optimization, standardization, and operational best practices. Maintain consistent service delivery with minimal disruption to employees and business operations.

Provide leadership for endpoint technologies including Windows 11, Microsoft 365, Microsoft Teams, Entra ID, Intune, Autopilot, endpoint security, collaboration tools, and workplace technologies. Lead endpoint lifecycle management activities including deployments, refreshes, upgrades, migrations, and hardware planning. Support executive and VIP technology needs with professionalism, discretion, and urgency. Ensure conference rooms, audiovisual systems, hybrid meeting technologies, and workplace collaboration tools remain fully operational. Partner with Client Technologies, Infrastructure, Network Engineering, Security, and Service Desk teams to deliver seamless technology experiences.

Ensure compliance with corporate IT policies, security standards, operational controls, and regulatory requirements. Lead efforts related to endpoint compliance, vulnerability remediation, patch management, Windows Hello adoption, and security hardening initiatives. Maintain audit readiness through proactive review and remediation of compliance findings. Ensure physical security and accountability of IT assets, inventory, and storage areas. Maintain accurate operational documentation, procedures, audit evidence, and knowledge repositories. Partner with Information Security teams to strengthen endpoint security and reduce organizational risk.

Oversee asset management processes, inventory accuracy, spare equipment programs, and hardware lifecycle planning. Ensure proper tracking, disposition, and documentation of IT assets in accordance with corporate standards. Coordinate procurement