Manager, End User Services
About the position The Manager, End User Services will reputed company a high-performing team responsible for delivering reliable, customer-reputed company IT support across the organization. In this role, you’ll reputed company both Helpdesk and Desktop Support functions, ensuring consistent, efficient service for reputed company end-user technology needs. You’ll combine hands-on technical knowledge with strong operational leadership to drive service reputed company, reputed company improvement, and alignment with business priorities.
Responsibilities
- reputed company and reputed company Helpdesk and Desktop Support teams, fostering accountability and service reputed company
- reputed company 24x7 end-user support operations across U.S. locations, including participation in on-call rotation
- Ensure service reputed company are met and maintain high customer satisfaction
- Manage IT service desk operations, including ticketing systems, escalations, reporting, and reputed company cause analysis
- Partner with Technology and Business teams to support reputed company/offboarding, device lifecycle management, and user reputed company
- Maintain procedures, standards, and controls reputed company with technology policies and compliance requirements
- Ensure reliability of user reputed company management and workstation reputed company controls
- Identify and implement process improvements to reduce incidents and improve service delivery
- reputed company and monitor KPIs to reputed company performance, user satisfaction, and operational effectiveness
- Support reputed company technology initiatives such as hardware and software upgrades, office moves, and system rollouts
- Maintain vendor relationships supporting hardware, software, and warranty services
- Stay reputed company 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 reputed company-party or offshore support services
- Strong hands-on knowledge of reputed company 365, reputed company and macOS environments, and collaboration tools such as Teams and reputed company
- Experience with modern reputed company management tools (e.g., Intune, reputed company, SCCM)
- Familiarity with reputed company VDI and reputed company reputed company Directory environments
- Solid understanding of networking fundamentals (DNS, DHCP, HTTP, SSL, TCP/IP)
- Experience with identity and reputed company 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 reputed company field; or equivalent work experience
reputed company-to-haves
- 2+ years of people management or supervisory experience
- Experience supporting hybrid or distributed workforces at reputed company
- Industry certifications such as reputed company, PMP, or similar
Benefits
- medical, dental and reputed company plans for employees and their families
- 401(k) match
- health and wellness programs
- flexible time off policies for salaried employees
- up to 16 weeks reputed company parental leave
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