Manager, End User Services

About the position

The Manager, End User Services will lead a high-performing team responsible for delivering reliable, customer-focused IT support across the organization. In this role, you’ll oversee both Helpdesk and Desktop Support functions, ensuring consistent, efficient service for all end-user technology needs. You’ll combine hands-on technical knowledge with strong operational leadership to drive service excellence, continuous improvement, and alignment with business priorities.

Responsibilities
• Lead and develop Helpdesk and Desktop Support teams, fostering accountability and service excellence
• Oversee 24x7 end-user support operations across U.S. locations, including participation in on-call rotation
• Ensure service levels are met and maintain high customer satisfaction
• Manage IT service desk operations, including ticketing systems, escalations, reporting, and root cause analysis
• Partner with Technology and Business teams to support onboarding/offboarding, device lifecycle management, and user access
• Maintain procedures, standards, and controls aligned with technology policies and compliance requirements
• Ensure reliability of user access management and workstation security controls
• Identify and implement process improvements to reduce incidents and improve service delivery
• Develop and monitor KPIs to track performance, user satisfaction, and operational effectiveness
• Support enterprise technology initiatives such as hardware and software upgrades, office moves, and system rollouts
• Maintain vendor relationships supporting hardware, software, and warranty services
• Stay current on industry trends and technologies impacting end-user experience

Requirements
• 5+ years of experience in IT, service desk, or desktop support environments
• Demonstrated experience leading service desk and desktop support operations
• Experience managing third-party or offshore support services
• Strong hands-on knowledge of Microsoft 365, Windows and macOS environments, and collaboration tools such as Teams and Zoom
• Experience with modern endpoint management tools (e.g., Intune, JAMF, SCCM)
• Familiarity with Citrix VDI and Windows Active Directory environments
• Solid understanding of networking fundamentals (DNS, DHCP, HTTP, SSL, TCP/IP)
• Experience with identity and access management, device imaging, software deployment, and remote support tools
• Strong communication, organizational, and interpersonal skills
• Ability to work flexible schedules, including nights and weekends, and participate in a 24/7 on-call rotation
• Ability to collaborate effectively in hybrid work environments
• Ability to travel 10–15% annually
• Bachelor’s degree in a related field; or equivalent work experience

Nice-to-haves
• 2+ years of people management or supervisory experience
• Experience supporting hybrid or distributed workforces at scale
• Industry certifications such as CompTIA, PMP, or similar

Benefits
• medical, dental and vision plans for employees and their families
• 401(k) match
• health and wellness programs
• flexible time off policies for salaried employees
• up to 16 weeks paid parental leave

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