End User Services Manager

McGrath Rent Corp • Dallas, TX

12h

About The Position

End user services are products, software, hardware, or support provided directly to the people who ultimately use them to achieve a specific goal. These services are designed around the needs and experience of the end user, the individual or entity that consumes the product or service, often a customer or employee. Examples include IT help desk services for employees, a smartphone for personal use, or professional software for a designer.

An End User Services Manager is an IT leader responsible for managing and improving the technology and support systems that end-users (employees) within an organization rely on, including hardware, software and End User Support systems. Key responsibilities include leading a team of technical support professionals, ensuring high-quality service delivery, managing problem resolution, maintaining asset inventories, and collaborating with stakeholders to meet user needs and improve processes.

The End User Services Manager is responsible for overseeing the delivery, performance, and continuous improvement of all end-user IT services across the organization.

Requirements

• 5+ years of experience managing desktop support, hardware, software, networking, and asset management processes.
• 5+ years of experience in implementing and maintaining automation and tools supporting self-service end-point hardware deployment and installation
• 5+ years of experience in implementing and maintaining automation and tools supporting self-service software deployment and installation
• 5+ years of experience leading, mentoring, and motivating a team of technical professionals.
• Experience managing outsourced service providers
• Experience with automated Identity and Access Management processes and best practices
• Experience managing enterprise wide projects to deploy hardware and software solutions
• Experience with tools and  technologies such as Windows, MS Teams, WebEx, MS Office, Outlook and Sharepoint
• Strong understanding of ITSM frameworks (ITIL), ticketing tools (Freshworks, ServiceNow or similar), and endpoint management platforms (Intune, Syxsense, Huntress).
• Strong analytical and problem-solving skills to resolve complex technical and operational issues.
• Excellent communication skills to effectively interact with users, stakeholders, and the support team.
• A focus on continuous improvement and a systematic approach to service delivery and problem resolution.
• Requires a bachelor's degree in Computer Information Systems, Business Management or similar

Responsibilities

• Define and execute a strategic roadmap for end-user support tools and processes aligned with McGrath’s values and scalable to facilitate rapid growth.
• Lead, mentor, and inspire a team of support professionals spanning service desk, desktop, and Audio Visual support.
• Foster a culture of customer-centricity, innovation, and continuous improvement.
• Champion cross-functional collaboration to ensure technology support is tightly integrated with business needs.
• Own the automation and delivery of IT support services, ensuring responsiveness, reliability, and user satisfaction.
• Establish and monitor key performance indicators (e.g., SLA adherence, CSAT, resolution time) to drive accountability and process improvement.
• Implement ITIL-based best practices for incident, request, and problem management.
• Analyze support trends to identify root causes and implement preventative solutions.
• Drive the adoption of modern support tools and platforms (ticketing, remote support, knowledge management, end point deployment and endpoint management).
• Expand automation and self-service capabilities to streamline workflows and empower users.
• Collaborate with Security, Infrastructure, and Business Systems teams to maintain a secure and consistent user environment.
• Act as the voice of the end user within the IT Department, proactively identifying and addressing friction points.
• Lead initiatives to improve onboarding, access provisioning, and digital literacy.
• Develop scalable communication and training programs that increase user confidence and engagement.  (Partner with the corporate training team to develop and deploy training programs)
• Develop a communications strategy to provide relevant and timely information to end-user community and to improve customer engagement and self service
• Manage team budget and resources, balancing performance and cost-efficiency.
• Evaluate, select, and oversee vendors providing support technologies or outsourced services.

Benefits

• It’s a great place to work where you are given the space to share ideas and opinions and the bottom-line is “YOU” matter!
• We value our employees' Quality of Life, and when it comes to mental health, recovery, and self-care, there is no one-size-fits-all approach that is why we provide resources where employees can find information on several wellness topics like nutrition, exercise, emotional health, and more!
• We all need to rest and recharge, that’s why in addition to vacation and sick time we also offer 10 days + 2 half days company-paid holidays!
• We offer a variety of benefits that offer you flexibility and choice, a simple selection experience, and the ability to take control over your benefit spending.
• 401(k) Retirement Plan with Company Match.
• Life is unpredictable, having Company Paid Life Insurance and knowing that your loved ones will be protected financially in the event of an unexpected death can give you peace of mind.
• We also offer DailyPay, HSA, FSA, EAP and Pet Insurance!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager