Head of End User Services (Information Technology) - Vice President

Marathon is a leading global asset manager specializing in public and private credit with approximately $23 billion in assets under management. Marathon is recognized as a distinguished leader with 26.2+ years of exceptional performance and partnership. Marathon’s integrated global credit platform is driven by our specialized, highly experienced, and disciplined teams across Private Credit (Direct Lending, Asset Based Lending and Opportunistic Credit) and Public Credit (High Yield, Leveraged Loans & CLOs, Emerging Markets, and Structured Credit).

We are seeking an accomplished and hands-on technology leader to serve as the Head of End User Services in the IT department. This position will drive the strategic and operational delivery of IT Service Management across all end user functions, ensuring top-tier support for technology environments to the firmwide users. This hands-on, leadership position will spearhead initiatives for optimal IT service delivery, automation, and systems reliability for office and remote teams, while managing the budget, vendors, and other external resources assigned to meet demanding service expectations and other requirements. The ideal candidate would bring deep expertise in end users’ technology needs within the Asset Management sector, preferably with exposure to Private Credit or Private Equity environments, combined with a proven ability to transform IT service delivery to meet modern business and end user demands.

This is a highly collaborative hands-on role that requires onsite presence on all business days. Daily in-office presence is essential to effectively lead and support our end user technology experience.

• Own, lead, and mature the firm’s End User Services and IT Service Management (ITSM) functions to deliver a seamless, high-quality, and high-touch technology experience.
• Develop and mentor a high-performing support team, fostering a culture of accountability, collaboration, and service excellence.
• Establish and continuously improve service capabilities including incident management, problem management, request fulfillment, access management, event management, and service desk operations.
• Drive adoption of ITIL-based best practices and ensure alignment with firmwide service strategy, design, and continuous improvement goals.
• Maintain a strong technical leadership presence, engaging directly in problem diagnosis, automation initiatives, and solution delivery.
• Drive automation initiatives using tools the available toolset (e.g., UiPath, Python and PowerShell) to streamline repetitive tasks and reduce manual workload.
• Oversee Microsoft O365, Active Directory, Intune, end user device management (desktops, laptops, mobile devices, printers, and connectivity), and meeting room technology.
• Design and execute an annual budget plan for the End User Services function, balancing cost-effectiveness with investment in high-quality end user technology and services.
• Manage and optimize vendor relationships and external service providers to achieve best-in-class SLAs and business outcomes.
• Partner closely with the IT leadership and other business stakeholders to align IT initiatives with strategic business priorities.
• Leverage monitoring and service management platforms such as Jira Service Management and Ivanti to increase operational visibility and efficiency.

• 10+ years of end user support experience with 5+ years in a leadership role at an asset management firm in the financial industry, ideally with exposure to Private Credit or Private Equity organizations.
• Expert understanding of Microsoft O365, AD, Intune, end user device management, enterprise applications, and collaboration tools.
• Demonstrated proficiency across all facets of IT Service Management (service strategy, design, operations, incident/problem/request/access/event/service desk, and continuous improvement).
• Track record of resource / budget planning and management for IT product lifecycle and service management.
• Extensive experience managing vendors and external partners for technology services.
• Bachelor’s degree in Computer Science, Information Systems, or a related field; industry certifications (ITIL4, Azure Administration, CITM, SDI, etc.) highly preferred.
• Skilled in automation, monitoring and service management platforms. Experience with Jira Service Management is preferred; however, proficiency with any equivalent ITSM platforms such as ServiceNow (SNOW), ConnectWise, or similar tools is acceptable.
• Strong analytical, problem-solving, and communication skills with a collaborative mindset and high degree of professionalism.

The average salary for this role is $150,000 - $175,000 in base pay and is exclusive of any bonuses and benefits which are also part of the compensation package. The base pay offered will be determined based on your experience, skills, training, certifications and education, and in addition we will also consider internal equity and market data. We do not anticipate that candidates hired will begin at the top of the range however, from time to time, it may occur on a case-by-case basis.

Equal Opportunity Employer M/F/D/V

No agencies, please.