End User Support Manager
Job Summary
Leading the Service Desk and Desktop Support teams, the full-time End User Support Manager will ensure high-quality technical support delivery, manage staffing and performance metrics, and drive continuous process improvement in a remote environment.
Key responsibilities:
- Oversee daily operations of the Service Desk and Desktop Support teams, ensuring consistent support across time zones
- Establish and monitor Service Desk KPIs and SLAs, managing ticket queue health and resolution processes
- Recruit, mentor, and develop team members, conducting performance reviews and career development planning
Required qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business, or equivalent experience
- 5+ years of experience in IT Service Desk or technical support, with at least 2 years in a supervisory role
- Strong knowledge of ITSM/ticketing platforms and ITIL best practices
- Experience with Microsoft 365, Entra ID, Active Directory, and Intune-managed endpoints
- Proven ability to define and report on SLAs and KPIs, along with strong leadership and coaching skills
Complete Job Description
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