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 Apply tot his job Apply To this Job