Manager of End User Services - 11187

About the Role

One of our clients is seeking an experienced and strategic End User Services Manager to lead their end-user computing and collaboration technologies across a distributed corporate environment. This role is ideal for an IT leader who thrives in fast-paced settings, has a strong command of Microsoft 365 administration and security, and is passionate about optimizing the employee digital experience.

The selected candidate will manage a team of two (and growing), oversee Tier 1 and Tier 2 support operations, and play a pivotal role in evolving processes into a unified, proactive service model.

Key Responsibilities

• Lead and mentor the End User Services team, ensuring excellent delivery of IT support and collaboration solutions.

• Oversee day-to-day Tier 1 and Tier 2 service desk operations, ensuring SLA compliance and efficient escalation management.

• Drive transformation from a traditional helpdesk to a proactive service desk model.

• Manage and optimize Microsoft 365 environment (Teams, SharePoint, Exchange, Entra, Endpoint Manager, Power Automate).

• Oversee deployment and maintenance of end-user technology (desktops, laptops, printers, conference room systems).

• Monitor and improve digital user experience through analytics, KPIs, and user feedback.

• Present to large and small groups, including executive leadership, on IT strategy, performance, and initiatives.

• Collaborate cross-functionally to align IT services and enhance the digital workplace.

Qualifications

• Bachelors degree in Information Systems, Computer Science, or a related field, or equivalent experience (7+ years).

• Minimum 3 years of managerial experience leading IT support or end-user computing teams.

• Strong technical expertise in Microsoft 365 administration and security.

• Demonstrated success managing Tier 1 and Tier 2 IT support functions.

• Experience with ITIL frameworks and process improvement.

• Excellent communication, leadership, and presentation skills must be comfortable presenting to executives.

• Hands-on capability with service desk operations (10-15%) and collaboration with IT teams (30-40%).

Preferred Experience

• Background in office moves or technology infrastructure setup for new facilities.

• Proven track record of transforming support models and improving end-user engagement.

• Experience in enterprise, manufacturing, logistics, or consulting environments.

Why Join?

This is an opportunity to make a lasting impact by modernizing digital workplace operations and leading a talented IT support team. Youll play a central role in shaping the organizations employee experience through technology innovation and collaboration.

Disclaimer:
By submitting your application for this position, you consent to being contacted by our recruitment team via phone call or text message regarding this and related job opportunities that align with your experience and career goals.