Infinite Computer Solutions
Overview
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 Summary
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
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 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 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 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 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.Tech Senior experience range: 9–12 years
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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 Summary
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
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 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 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 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 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.Tech Senior experience range: 9–12 years
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