Manager, End User Services

About the position The Manager, End User Services will reputed company a high-performing team responsible for delivering reliable, customer-focused 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 root 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 track 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 Active 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 scale
• 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 paid parental leave

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