General Purpose:The End User Support Manager is responsible for leading TPx's Service Desk and Desktop Support staff to ensure delivery of timely, high-quality technical support to end users across the organization. This role owns Service Desk operations and Desktop Support staffing, performance, SLA attainment, customer satisfaction, and continuous process improvement. The End User Support Manager hires, develops, and mentors Service Desk Supervisors, Technicians, and Desktop Technicians, and partners closely with Infrastructure, Systems Engineering, and Security to resolve escalations and align support processes with broader IT initiatives.
Direct Reports: YesEssential Duties and Responsibilities:- Lead and manage the day-to-day operations of the Service Desk and Desktop Support team, including Service Desk Technicians and Desktop Technicians
- Own Service Desk staffing, scheduling, and shift coverage to ensure consistent support across time zones
- Establish, monitor, and report on Service Desk KPIs and SLAs, including ticket volume, first-contact resolution, average handle time, backlog, and customer satisfaction (CSAT) metrics
- Manage ticket queue health within the ITSM/ticketing platform, ensuring proper prioritization, escalation, and timely resolution of incidents and service requests
- Recruit, train, mentor, and develop team members; conduct performance reviews, coaching, and career development planning for direct reports
- Develop and enforce Service Desk policies, procedures, knowledge base articles, and standard operating procedures to drive consistent, high-quality support
- Serve as an escalation point for high-priority or complex incidents, coordinating with Systems Engineering, Infrastructure, Networking, and Security teams to drive issues to resolution
- Partner with Infrastructure teams to align support processes with application deployment, endpoint management (Intune), and identity lifecycle initiatives
- Analyze recurring issues and ticket trends to identify root causes and drive proactive problem management, automation, and self-service opportunities
- Manage Service Desk tools and licensing, including ticketing systems, remote support tools, and telephony/call queue platforms
- Ensure adherence to IT access management, change control, and security/compliance procedures across all Service Desk activities
- Drive a culture of exceptional customer service, accountability, and continuous improvement within the team
Other Responsibilities:- Support after-hours, on-call, or holiday coverage planning as needed to maintain service continuity
- Occasional travel (less than 10%) may be required for team meetings, training, or site visits
Required Qualifications:- Bachelor's degree in Information Technology, Computer Science, Business, or equivalent experience
- 5+ years of experience in an IT Service Desk, technical support, or end-user support environment, including 2+ years in a supervisory or management capacity
- Proven experience managing a team across multiple shifts, locations, and/or time zones
- Strong working knowledge of ITSM/ticketing platforms, incident/problem/change management, and ITIL best practices
- Experience with Microsoft 365, Entra ID, Active Directory, and Intune-managed endpoints in a support context
- Demonstrated ability to define, track, and report on SLAs, KPIs, and other performance metrics
- Strong leadership, coaching, and performance management skills, with experience hiring and developing support staff
- Excellent verbal and written communication skills, with the ability to translate technical issues into user-friendly language for stakeholders at all levels
- Strong analytical and problem-solving skills, with a track record of driving process improvement and automation
- Ability to remain calm and effective under pressure, managing competing priorities in a fast-paced environment
Other Qualifications:- ITIL Foundation certification is a plus
- Experience supporting a hybrid Microsoft environment (on-premises Active Directory and Entra ID) is a plus
- Experience managing outsourced or offshore support resources is a plus
- Microsoft certifications (e.g., MS-900, MD-102) are a plus
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Req: #26-0101
