Top 9 Providers Shaping End-User Technology Services for the Future of Work

As enterprises embrace hybrid and remote work models, end-user technology has become critical to business continuity and employee experience. Employees expect seamless access to devices, applications, data, and support, no matter where they work. Technology leaders are under pressure to meet these expectations while maintaining security, sustainability, and budget control.

According to ISG Provider Lens™ – Future of Work Services, US 2024, local specialists are playing a key role in helping midmarket and SMB organizations navigate this shift. These providers combine local delivery, scalable support, and persona-based experiences to address the changing dynamics of the modern workplace.

In this blog, let’s look at how end-user services are evolving and leaders helping enterprises deliver seamless, secure, and scalable workplace support.

Transforming Digital Workplaces: What Local Specialists Really Offer

These vendors are not just managing desktops and laptops. They provide a full suite of end-user services, including device lifecycle management, virtual desktop infrastructure (VDI), unified endpoint management (UEM), and AI-powered IT support. By focusing on regionally aligned compliance, faster response times, and consumption-friendly pricing models, they help clients modernize without overextending their budgets.

Each of the nine top service providers below (in alphabetical order) are recognized by ISG as a Leader in the Managed End-User Technology Services – Local Specialists quadrant for their ability to support modern workplace demands:

1. Bell Techlogix is known for its strength in education and public sector verticals. With robust UEM tools and IT asset management capabilities, it delivers consistent, compliant services backed by a strong local footprint.
2. CompuCom uses its FLO platform to track digital experience, support performance, and cost optimization. It offers flexible DaaS options that simplify procurement and extend support across hybrid work models.
3. Hexaware Technologies provides end-to-end device lifecycle management and smart IT desk services, enhanced with AI and AR. Known for consumption-based pricing tailored to midmarket needs, and strong experience management via its proprietary frameworks.
4. LTIMindtree stands out for its unified experience management platform that combines proactive monitoring, analytics, and self-service tools. It delivers personalized support that adapts to user roles and device environments.
5. Pomeroy emphasizes analytics and digital employee experience insights to optimize service delivery in distributed enterprises. It is especially strong in the retail sector where uptime and responsiveness are mission critical.
6. Stefanini blends VDI, collaboration tools, and sustainability tracking within its D3 framework. It delivers user-centric services designed for scalability and energy efficiency.
7. Tech Mahindra manages over two million U.S. endpoints through DaaS, persona-based XLAs, and GenAI-enhanced IT support. It aligns support models with evolving workplace demands while embedding zero trust security.
8. Unisys provides evergreen endpoint services and consultative support driven by analytics. It focuses on compliance, device strategy, and end-user computing optimization across industries.
9. Zensar Technologies helps midmarket clients with proactive VDI enablement, mobile management, and intelligent UEM tools designed for hybrid workforces.

Workplace Challenges Global Enterprises Still Face

Despite the maturity of many end-user technology offerings, enterprises still encounter persistent barriers that limit transformation.

One major issue is legacy infrastructure. Many IT environments still rely on on-premises tools, outdated provisioning models, and siloed security policies that can’t scale to hybrid or remote workforces. The friction caused by these outdated systems directly impacts user productivity.

Another key challenge is scaling personalization without scaling cost. While persona-based delivery is ideal, implementing it across thousands of employees can be resource-intensive. Without automation and orchestration, personalization risks becoming unsustainable.

Cross-platform security and compliance also remains complex. The mix of BYOD, VDI, tablets, laptops, and mobile apps creates overlapping risk surfaces. Achieving security parity across platforms demands advanced UEM policies, seamless enforcement, and constant monitoring.

Sustainability pressures continue to mount. Investors, customers, and regulators are demanding environmental accountability. Yet many enterprises struggle to establish circular models for asset usage, refresh, and recycling. A lack of visibility into energy consumption or emissions makes it difficult to show progress.

Finally, enterprises must constantly balance innovation and cost control. GenAI, automation, and real-time analytics promise significant gains, but without careful integration, they risk introducing complexity and cost overruns. Providers need to deliver these innovations through smart design, not additional layers.

Key Trends Reshaping End-User Services

While challenges remain, several structural shifts are already reshaping how organizations approach end-user services.

• Experience-first SLAs: Traditional KPIs no longer capture what matters most to users. Experience Level Agreements (XLAs) are supplementing SLAs by focusing on satisfaction, sentiment, and service quality across user personas.
• DaaS Models: Device-as-a-Service (DaaS) allows organizations to shift from capital expenditure to predictable operational costs. Lifecycle automation, usage optimization, and recycling are built-in.
• GenAI at the service desk: Smart assistants and AI-powered IT support are transforming service desks. GenAI is automating issue triage, ticket resolution, and even AR-assisted support.
• Sustainable IT: Organizations are under pressure to align IT with ESG goals. That means green IT refresh cycles, responsible asset disposition, and carbon tracking at the device level.
• Zero Trust and UEM Integration: Security must be pervasive. Providers are embedding Unified Endpoint Management into Zero Trust strategies to secure devices across BYOD, VDI, and on-site environments.

What’s Next for End-User Services

The next wave of end-user computing will not be defined by devices, but by intelligence and intent.

• LLM-powered IT agents will become the new front line of support. They will interpret natural language, understand context, and resolve issues without escalation. These agents will become increasingly embedded in collaboration tools and digital workspaces.
• Persona-led provisioning will evolve further, with entire device environments—apps, access rights, configurations—auto-generated based on a user’s job function and organizational role. This will compress onboarding time and increase policy accuracy.
• Sustainability dashboards will become mandatory. Enterprises will demand granular, real-time data on energy use, e-waste generation, and carbon offsetting for their entire device lifecycle management Service providers that can deliver these insights transparently will lead.
• Experience scoring will be embedded into IT monitoring platforms. These scores will integrate technical telemetry with user feedback to proactively identify issues before they impact productivity.
• Virtual desktop infrastructure will shift from static resource blocks to dynamic allocation engines. Based on connection quality, device specs, and real-time needs, VDI environments will adapt in the moment to deliver optimal experience.

Managed Workplace Services Partners: What to Look For

Finding the right end-user partner goes beyond capabilities. It is about alignment with organizational context and growth plans. Enterprises should assess how well a provider addresses five core needs:

• Proactive device management is essential. This means automated provisioning, configuration, patching, and decommissioning, orchestrated in real time across physical and virtual assets. Service shouldn’t wait for an issue—it should anticipate it.
• Automation must be embedded at every layer of support. From auto-remediation of errors to intelligent routing of tickets, automation cuts delays and removes friction from the employee experience. It also enables leaner IT operations without sacrificing quality.
• Analytics should not be limited to dashboards. Leading providers use telemetry, usage trends, and behavior signals to drive service decisions. Whether it’s optimizing app delivery or flagging failing devices before they break, insights need to be operationalized.
• Persona-based delivery should be more than a buzzword. Employees in different roles, departments, or work environments have different needs. A provider should be able to pre-map service delivery based on these personas and adjust dynamically as those needs evolve.
• Flexible pricing is critical for midmarket enterprises. Providers must offer consumption-based or OpEx-oriented pricing that scales with business needs. Rigid models inhibit agility, especially when device volumes and user footprints fluctuate.

The Hexaware Approach

Hexaware is recognized for delivering smart, experience-led workplace services tailored to midmarket needs. Its smart IT desk capabilities include a virtual assistant for end users, a self-healing solution powered by knowledge graph functionality, and GenAI-based knowledge article generation. AR-led agent collaboration and smart locker support add depth to its remote resolution capabilities.

Hexaware’s consumption-based model avoids heavy upfront costs, offering flexibility through options like pay-as-you-go, outcome-based, and automation-as-a-service pricing. Solutions like Power VDI and managed print services help clients lower capital expenses while increasing workplace productivity.

Its device lifecycle services span procurement, safe disposal, refurbishing, modern device management, and infrastructure virtualization. With a clear focus on sustainability and carbon reduction, these offerings promote optimized device usage and seamless end-user experiences.

Enabling the Future of Work Through End-user Innovation

In this new reality, devices are not passive tools but intelligent gateways to work. These nine providers are leading the charge in reimagining the role of end-user services. Their innovations in AI-powered IT support, digital employee experience, VDI, and device lifecycle management are requirements for enterprise relevance, not optional upgrades.

Organizations that prioritize end-user computing experience see measurable gains in workforce productivity, as smooth device performance, reliable application access, and responsive IT support directly impact users’ ability to perform their work effectively. This fundamental impact underscores why this space has moved from back office to boardroom.

These companies understand that supporting work is more than just fixing problems. It’s about preventing them. As hybrid work becomes the norm and employees demand more from technology, these providers are showing what the future of IT looks like: fast, flexible, and experience-first.

Looking to elevate workplace support without adding overhead? Get in touch.