Job Description

Senior Manager, End User Services

Cox Farms, which operates across North America, is part of the Cox Enterprises family of businesses and a pioneering leader in the Controlled Environment Agriculture (CEA) industry. Cox Farms is dedicated to revolutionizing food production through sustainable and innovative technology. Our cutting-edge facilities leverage advanced agronomic, production, and greenhouse systems to deliver fresh, high-quality produce to consumers year-roundminimizing environmental impact while maximizing resource efficiency.

This role is equal parts operational leadership and service maturity. The Senior Manager, End User Services is responsible for developing and enhancing ITSM capabilities across Cox Farms. This role will deliver an exceptional technology experience for stakeholders across multiple North American locations. This is a highly hands-on leadership role for a customer-focused IT professional who combines strong people leadership with deep process expertise in modern workplace technologies, endpoint management, identity and access management, collaboration platforms, and site IT operations.

This role serves as the technical leader and partners with subject matter experts for workplace technologies and end-user computing services. Acts as a liaison for complex technical and user-impacting issues. Owns the day-to-day support function while simultaneously building the processes, tooling, and team capability that will scale with the business. Will be a strategic partner in improving workplace technology and employee productivity and will champion a customer-first culture focused on responsiveness, communication, and service excellence.

Key responsibilities include:

• Lead, mentor, and develop an End User Services team supporting multiple North American locations
• Define and implement ITSM processes including incident management, change management, request fulfillment, and asset management
• Manage and support Entra ID, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle processes
• Own the lifecycle management of endpoint devices and governance practices across North America
• Maintain accurate asset inventory, tracking, reporting, and operational controls
• Own the workstation engineering function including device builds, imaging, MDM/endpoint management, and hardware lifecycle
• Own the end user support experience from ticket intake through resolution, including SLA definition and measurement
• Establish and manage the ITSM platform, including configuration, workflows, and reporting
• Develop a tiered support model and escalation paths in collaboration with the other leadership peers
• Drive end user satisfaction through feedback loops, trend analysis, and continuous service improvement
• Ensure conference rooms, AV systems, Teams Rooms, and workplace technologies operate reliably
• Lead technology planning and deployment activities for office expansions, relocations, and workplace improvement initiatives
• Identify opportunities for automation, process improvement, and service optimization
• Build and maintain a self-service knowledge base to reduce recurring ticket volume
• Report on service desk metrics and performance trends to the AVP of IT Operations

Required qualifications include:

• Bachelor's degree in Information Systems, Computer Science, Business, or related field; or equivalent experience
• 10+ years of IT Service Delivery experience, with at least 5 years in a supervisory or lead role
• Demonstrated experience building or significantly improving a service desk operation
• Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, or equivalent)
• Strong working knowledge of Windows endpoint environments, Microsoft 365, and basic networking for support troubleshooting
• Experience defining SLAs and service levels and holding a team accountable to them
• Strong communication skills with the ability to manage customer expectations across a distributed workforce

Preferred qualifications include:

• Experience supporting a manufacturing, agricultural, or multi-site operational workforce where IT users have varying technical literacy
• Background building or scaling a support function in a high-growth organization
• Familiarity with Microsoft Intune or endpoint management platforms
• ITIL Foundation certification or equivalent service management training
• Experience building or scaling a knowledge base and self-service portal
• Demonstrated ability to balance strategic leadership with hands-on technical execution
• Excellent communication, stakeholder management, troubleshooting, and customer service skills

Culture & Values at Cox Farms

At Cox Farms, we live out our Rooted Together culture: Our Purpose, Vision & Mission

• Purpose: Nourish the Planet
• Vision: To be the most trusted partner in food
• Mission: Delivering the world a reliable supply of healthy and sustainable food powered by our people
• Anthem: The Future of Food Grows Here

Our Core Values At Cox Farms, our culture is Rooted Together. We live our values every day:

• Growth & Innovation Always learning, improving, and finding better ways
• Responsibility (Ownership & Accountability) Own results, act like owners
• Open & Honest (Transparency, Trust, Speaking Up) We build trust through clarity, candor, and courage
• We Before Me (Collaboration, Care, Service) Support our people, our partners, our communities, and the consumers we serve
• Safety Safety in everything we do

Employment Notice

This role will support all Cox Farms businesses. The employer for this role is BrightFarms Inc. and is an Equal Employment Opportunity employer. All qualified applicants/employees will receive consideration for employment without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other characteristic protected by law.

For roles based in the United States: Applicants must be authorized to work in the US without the need for employer sponsorship. For roles based in Canada: applicants must be legally eligible to work in Canada.

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