Manager, IT End-User Support

Manager, IT End-User Support

Join our dynamic IT team as the **Manager, IT End-User Support**, where you will lead a high-performing support function that delivers exceptional service across our global operations. In this pivotal role, you will oversee a dedicated team of IT specialists, ensuring seamless end-user support, operational excellence, and continuous improvement of IT services. This position is ideal for a seasoned leader with a proven track record in managing IT support operations, driving efficiency, and fostering a culture of innovation and security.

As the **Manager, IT End-User Support**, you will play a critical role in maintaining the operational integrity of our IT infrastructure while aligning support services with organizational goals, security policies, and Service Level Agreements (SLAs). Your strategic leadership will ensure that end-users across offices, administration buildings, and plant locations receive timely, high-quality assistance, enabling them to focus on their core responsibilities without disruption.

Key Responsibilities

Your responsibilities will span leadership, operational oversight, and strategic planning, including:

• Team Leadership and Development: Lead, mentor, and develop a high-performing IT End-User Support team, including L1 support specialists and field technicians, fostering a collaborative and results-driven environment. Ensure professional growth through performance reviews, coaching, and skills development planning.
• Service Desk Operations: Oversee end-to-end IT service desk operations, ensuring incidents and service requests—whether submitted via phone, email, chat, or the ticketing system (e.g., ServiceNow)—are resolved efficiently and in compliance with SLAs. Monitor key performance indicators (KPIs), including ticket volumes, resolution times, and customer satisfaction metrics, to drive continuous improvement.
• Escalation and Cross-Functional Collaboration: Serve as the primary escalation point for complex, high-priority, or unresolved incidents, collaborating closely with L2/L3 support teams, Network, Infrastructure, and Cybersecurity teams to ensure swift and effective resolutions. Act as a bridge between IT support and broader IT initiatives, including Copilot and GenAI enablement.
• IT Asset and Deployment Management: Oversee standardized software and hardware deployment, including Windows 10/11 imaging, Microsoft 365 application support, and workstation refresh cycles, while ensuring full compliance with organizational security baselines. Manage IT onboarding and offboarding processes, including account provisioning/deprovisioning in coordination with IT Security and Access Management.
• User Administration and Compliance: Ensure adherence to IT security policies and coordinate vulnerability remediation activities, such as patching, antivirus updates, and multi-factor authentication (MFA) implementation. Oversee basic user administration tasks in Active Directory/Azure AD, including password resets, account unlocks, and group membership updates, in line with access control procedures.
• Vendor and Budget Management: Manage relationships with external vendors and service providers for hardware repairs, replacements, and warranty claims, negotiating SLAs and monitoring performance. Allocate and manage the IT support budget for consumables, spare parts, and equipment procurement within delegated authority.
• Strategic Improvement and Reporting: Analyze recurring incidents and support trends to recommend and implement long-term solutions that reduce workload and enhance user satisfaction. Provide regular reports to senior management on support performance, ticket trends, staffing levels, and recurring issues across all locations.
• Health, Safety, and Environment (HSE) Compliance: Ensure team compliance with HSE requirements, including the use of appropriate Personal Protective Equipment (PPE) when providing support in plant or industrial environments.

This role requires a deep understanding of IT infrastructure, network, applications, cloud technologies, and service desk operations. You will embed security-by-design principles into projects, systems, and change management processes, ensuring robust protection of organizational assets while driving innovation.

Qualifications and Experience

To excel in this position, you will bring:

• Education: A Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: A minimum of 12 years of progressive experience in IT end-user or technical support, with at least 3-5 years in a supervisory or managerial role leading IT support/service desk teams. Preference will be given to candidates with experience in an industrial or manufacturing environment.
• Technical Skills: Proficiency in IT service management frameworks, ticketing systems (e.g., ServiceNow), Active Directory/Azure AD, Microsoft 365, and basic scripting or automation tools. Familiarity with IT asset management, security policies, and compliance standards is essential.
• Leadership and Collaboration: Strong leadership, communication, and interpersonal skills to collaborate effectively with cross-functional teams and business stakeholders. Ability to drive process improvements, manage budgets, and deliver results in a fast-paced environment.

If you are a results-driven leader passionate about delivering exceptional IT support and driving operational excellence, we invite you to apply and be part of our mission to empower our organization through cutting-edge technology and unwavering support.