LOCATION: This is a hybrid position requiring regular in-office presence in Alexandria, VA.
Salary Range: $115,000.00 - $135,000.00
ABOUT THE JOB
The Tepa Companies are seeking an End User Services Manager to lead the delivery of end-user technology services across the organization, ensuring employees receive professional, responsive, secure, and reliable support throughout the technology lifecycle. As the End User Services Manager, you will partner closely with Infrastructure, Cybersecurity, HR, Procurement, and business leaders to continuously improve service delivery, operational maturity, and customer satisfaction.
Job Functions:
- Leads daily operations of the End User Services team, including Service Desk, walk-up support, and IT Asset Management.
- Owns the end-user technology lifecycle, including onboarding, device deployment, software fulfillment, moves/adds/changes, refresh, recovery, and secure disposal.
- Establishes and monitors service KPIs, customer satisfaction metrics, SLAs/SLOs, backlog health, and technician productivity.
- Owns hardware asset inventory accuracy, lifecycle planning, warranty management, procurement coordination, and CMDB integrity.
- Develops repeatable operational processes, standard operating procedures, and knowledge management practices.
- Partners with Infrastructure on endpoint engineering (Intune, Autopilot, imaging, automation) while owning operational execution.
- Coordinates onboarding and offboarding with HR and Security to ensure timely provisioning and recovery of assets and access.
- Drives continuous improvement through automation, self-service, and process optimization.
- Leads, coaches, and develops End User Services staff while fostering professionalism, accountability, and customer focus.
- Provides operational reporting and service health updates to IT leadership.
WHAT WE'RE LOOKING FOR
- Bachelor's degree or equivalent experience.
- 7+ years of progressive IT support or end-user services experience.
- 2+ years of leadership or supervisory experience.
- Experience with enterprise ITSM platforms and IT Asset Management.
- Strong customer service, communication, organizational, and analytical skills.
- Ability to obtain and retain high customer satisfaction scores.
- Ability to consistently achieve service objectives.
- Ability to accurately manage asset inventory and lifecycle records.
- Ability to efficiently onboard and offboard team members and staff.
- Ability to reduce service request backlog and improve response times.
- Ability to create and maintain operational dashboards supporting data-driven decisions.
- Ability to lead improved knowledge reuse and automation adoption.
Preferred:
- HDI Support Center Manager
- Microsoft Intune and Autopilot
- Enterprise procurement and lifecycle management
Salary Range:
