Position Summary:The Manager of End User Support leads ARCHER Systems' end-user support function and ensures a consistent, high-quality support experience across all locations and remote users. This is a player/coach role responsible for day-to-day service desk and deskside support operations, direct leadership of the end-user support team and coordination with India-based support resources as applicable. The Manager is expected to be hands-on for high-impact issues and executive/VIP support while also building repeatable processes and driving measurable improvements in service performance (SLA attainment, backlog reduction, first-contact resolution, and user satisfaction). The role owns end-user support workflows and governance in Jira Service Management and brings extensive, hands-on experience with Microsoft Intune to standardize and manage endpoints (enrollment, configuration, compliance, and application deployment), partnering closely with Infrastructure and Security on endpoint standards, supportability, and compliance.
Position Location: Houston (On-site)
Job Responsibilities:Service Operations & Team Leadership- Lead the daily operations of end-user support (service desk and deskside), ensuring timely intake, triage, escalation, and resolution of incidents and requests.
- Directly manage and develop the end-user support team (including the Senior Support Engineer and IT Service Coordinator), providing coaching, workload management, training, and performance expectations.
- Own support queue health and operational discipline (categorization, prioritization, status updates, SLA clocks, and documentation) to ensure accurate reporting and predictable service delivery.
- Own incident and problem management for end-user services, including major incident communications/coordination, trend analysis, root cause identification, and driving permanent corrective actions with partner teams.
- Ensure secure support practices (approved remote support tooling, least-privilege access, and privileged escalation workflows) in coordination with Security and Infrastructure.
- Coordinate with the Level 1 Support Center (India) on escalation paths, knowledge transfer, and shared standards to reduce repeat issues and improve first-contact resolution.
- Lead end-user-impacting incident coordination from an end-user perspective (communications, workaround guidance, executive updates), partnering with Infrastructure, Security, and application owners for resolution.
Executive/VIP Support (Hands-On)- Provide hands-on executive/VIP support for Executive Leadership and other critical users, ensuring responsive, high-touch service and clear communications.
- Due to the hands-on executive/VIP support expectations, maintain occasional after-hours availability for high-impact issues or critical business events.
Endpoint & Device Management (Microsoft Intune)- Own and administer Microsoft Intune for end-user endpoints, including device enrollment, Windows Autopilot provisioning, configuration profiles, update rings, compliance policies, application deployment, and remediation workflows.
- Partner with Security and Infrastructure to align endpoint baselines (Windows builds, patching coordination, endpoint protection), and ensure support teams execute approved processes.
- Coordinate end-user device lifecycle activities (imaging/provisioning, deployments, replacements, accessories, refresh) and maintain accurate asset records.
ITSM Platform Ownership (Jira Service Management)- Own and administer Jira Service Management (JSM) for end-user services, including request portals/catalog, workflows, approvals, automations, SLAs, and reporting.
- Own and continuously improve the end-user service catalog and request fulfillment experience (request types, approvals, SLAs, automation), reducing friction and increasing consistency.
- Establish ITSM governance and operational controls (queue hygiene, SLA definitions, appropriate use of statuses such as "On Hold," reporting integrity), and drive continuous service improvement.
- Maintain and improve knowledge articles, standard operating procedures, and self-service resources to increase ticket deflection and consistent resolution.
- Develop lightweight end-user training and enablement (new hire orientation support, quick reference guides, and targeted communications) to reduce repeat issues and improve adoption of approved tools.
Cross-Functional Delivery & Performance- Oversee joiner/mover/leaver (onboarding/offboarding) execution in partnership with HR, Security, and Infrastructure, ensuring equipment readiness, timely access coordination, and clear end-user communications.
- Own business software acquisition and renewals (not limited to end-user support tooling), including software vendor relationship management (evaluations, renewals, and support interactions) and coordination with Finance/Procurement and IT leadership to reduce Shadow IT and ensure approved, supportable solutions.
- Coordinate end-user support vendors and support contracts (e.g., endpoint support tools, print, conferencing), including renewals and invoice verification in partnership with IT leadership and Finance/Procurement.
- Establish a regular service review cadence with key business stakeholders/site leaders to align expectations, review trends, and plan for upcoming changes impacting end users.
- Provide regular reporting on end-user support performance (SLAs, backlog, customer satisfaction, recurring issues) to IT leadership, highlighting risks, trends, and improvement opportunities.
REQUIREMENTSEducation- Bachelor's degree in Information Systems, Computer Science, or a related field is preferred; equivalent experience will be considered.
Experience- 7+ years of progressive experience in Information Technology with a strong focus on end-user support, service desk, and/or desktop support.
- 3+ years of experience leading or supervising end-user support teams (service desk and/or deskside), including escalation management and service performance management.
Technical Skills (Required)- Extensive, hands-on experience administering Microsoft Intune for endpoint management (enrollment, configuration, compliance, application deployment, and remediation).
- Advanced experience administering Jira Service Management (JSM), including portal/catalog design, workflows, SLAs, automation, and reporting.
- Strong knowledge of Microsoft technologies, including Windows and Microsoft 365 (Office, Teams, SharePoint/OneDrive) for end-user support and management.
Service Management & Operations- Strong understanding of IT service management concepts, practices, and procedures; familiarity with ITIL (or similar) frameworks.
- Demonstrated ability to define, operate, and measure SLAs; build and maintain meaningful KPIs (e.g., backlog, CSAT, first-contact resolution) and drive improvements based on data.
- Experience working with distributed support resources (multi-site teams and/or outsourced/offshore support) and building effective cross-team working relationships.
Preferred Qualifications- Industry certifications such as ITIL, HDI, and/or CompTIA; ITSM-related certifications are a plus.
- Experience with Jira Asset Management (Assets/CMDB) and asset lifecycle processes.
- Experience supporting collaboration/A/V technologies (e.g., Microsoft Teams Rooms) is a plus.
- Experience managing end-user services for a company with 600+ staff distributed over several physical locations and a hybrid workforce, including remote users across the United States.
Core Competencies- Exceptional problem-solving and critical thinking skills; ability to work effectively in a fast-paced environment.
- Strong leadership skills, including the ability to mentor, coach, and develop team members.
- Excellent verbal and written communication skills, with the ability to collaborate effectively with other departments and stakeholders.
- Position is based in Houston, TX at headquarters. This role is expected to be in the office 4 days per week, with core hours between 9:30 a.m.-3:30 p.m. The successful candidate must be able to work on-site most of the time and lead end-user support delivery across the broader Texas office footprint in partnership with the internal helpdesk in India. Limited periodic travel to other offices may be required.
Benefits:- 401(K) retirement plans with matching contributions.
- Comprehensive health insurance coverage.
- Dental and vision insurance plans.
- Parental leave to support work-life balance.
- Short-term and long-term disability coverage.
