Manager, End User Support

The Manager, End User Support is responsible for leading a high-performing team of support professionals across multiple regions, with a primary focus on ensuring excellent end-user service delivery for all physical and virtual endpoint devices, mobile platforms, telecommunication and audio/visual (AV) systems.

Requirements

• Serve as the single point of contact for all Deskside Support escalations and ensure timely incident resolution / request fulfillment.
• Lead day-to-day operations of the Deskside Support End User Support function, including staff scheduling, workload distribution, KPI performance adherence, and continuous improvement.
• Design, implement, and manage office site hardware refresh projects for laptops, desktops, peripherals, and mobile phones, including deployment and decommissioning.
• Oversee white glove/VIP support services ensuring a high-touch, executive-ready experience for senior leadership and other high-profile users.
• Develop and manage support budgets including forecasting, tracking, and reporting expenditures aligned with IT strategic objectives.
• Collaborate with key Value-Added Resellers (VARs) and service providers to manage contracts, procurement, warranties, service agreements, and issue escalations.
• Demonstrate hands-on leadership and oversight of office site hardware refresh and remediation of technical debt by ensuring infrastructure and user environments are current, standardized, and supportable.
• Ensure compliance with security standards and IT governance policies, particularly regarding mobile device management and endpoint security.
• Drive support excellence through regular KPI reporting, ticket analysis, QA checks, and feedback loops to continuously improve customer experience.
• Act as the liaison for global and regional teams, with specific emphasis on operations and user support across European regions, and Australia.
• Lead and participate in IT projects related to office site hardware refreshes/expansions and desktop, voice, or mobility solutions.
• Hire, train, coach, and evaluate support personnel, fostering a customer-oriented culture rooted in accountability and high performance.
• Participate in IT Service Desk call rotations approximately 10% of the time.

Benefits

• 401k Matching
• Retirement Plan
• Generous Paid Time Off
• Tuition Reimbursement
• Relocation Assistance