Manager - End User SupportPosition SummaryThe Manager - End User Support leads a decentralized team of technical professionals responsible for supporting staff, workstations, and technology systems utilized across the organization. This leadership role coordinates technical resources, drives operational efficiency, oversees endpoint compliance, and manages enterprise-wide technology initiatives.
This position works collaboratively with leadership, infrastructure services, and end users to ensure exceptional technical support, system reliability, and ongoing innovation across the agency.
We are seeking a highly organized and adaptable manager to oversee operations and support project sites throughout the state of Missouri. This role requires regular travel to field locations, primarily day trips with occasional overnight stays, while also maintaining flexibility to work onsite at our corporate office in Olathe as needed.
Travel & Territory- Travel throughout Missouri required
- Most travel will be same-day trips
- Occasional overnight travel required
- Flexibility to work from the corporate office in Olathe when needed
- Company car and gas will be included in this role as well for company travel only.
Qualifications- Prior management or multi-site supervisory experience preferred
- Strong organizational and problem-solving skills
- Ability to work independently with minimal supervision
- Excellent communication and leadership abilities
- Comfortable with frequent regional travel
- Valid driver's license and clean driving record required
- Proficiency with Microsoft Office and mobile communication tools preferred
What You'll DoLeadership & Team Management- Lead and mentor a team of End User Support technicians and technical supervisors
- Develop processes that promote efficiency, accountability, and high-quality support services
- Coordinate statewide and regional technical support coverage and scheduling
- Conduct monthly supervision meetings and annual performance evaluations
- Foster a collaborative, customer-focused team culture
Technology Operations & Project Management- Serve as project manager for major end user technology initiatives including workstation, phone, and equipment refresh projects
- Oversee endpoint asset compliance and inventory management
- Prioritize support requests and align resources to meet operational needs
- Coordinate with infrastructure teams to resolve connectivity and remote support issues
- Support surveillance, security, and video conferencing systems across the organization
Process Improvement & Innovation- Develop knowledgebase documentation and user guidance resources
- Create meaningful department metrics and reporting related to labor, projects, and operational performance
- Analyze data to improve workstation updates, software deployment, and asset management
- Identify opportunities to streamline support operations and improve issue resolution
- Strengthen security practices and enforce technology policies to reduce risk
Communication & Collaboration- Translate complex technical concepts into clear, user-friendly communication
- Collaborate with agency leadership to support evolving technology needs and strategic objectives
- Build strong partnerships with users, vendors, and technical teams to ensure successful outcomes
QualificationsEducation- Bachelor's degree in Information Technology or related field OR equivalent education and experience
Experience- Minimum five (5) years of experience in a technical field
- Minimum three (3) years of supervisory experience in a technical environment
Preferred Qualifications- Bachelor's degree in Information Technology or related field
- Industry certifications including:
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Professional (MCP)
- Experience working with children and families in a trauma-informed environment
Technical Skills & ExpertiseCandidates should demonstrate proficiency in:
- Windows Operating Systems
- Microsoft Office 365 and Microsoft Office productivity tools
- Remote support tools
- Active Directory
- TCP/IP networking
- KACE Appliance
- VPNs and Firewalls
Additional strengths include:
- Strong project management abilities
- Excellent organizational and multi-project prioritization skills
- Outstanding verbal and written communication skills
- Ability to adapt communication style to technical and non-technical audiences
- Strong analytical and problem-solving abilities
- Willingness to travel as needed
Leadership CompetenciesSuccessful candidates will demonstrate:
- Strong leadership and change management capabilities
- Sound judgment and confident decision-making
- Adaptability and results-oriented execution
- Customer-focused service and collaboration
- Integrity, accountability, and professionalism
- A strong work ethic and commitment to continuous improvement
