Global IT Collaboration and End User Support Manager

EAST WEST MANUFACTURING LLC•Dunwoody, GA

About The Position

We are seeking a Global IT Collaboration and End User Support Manager to lead the optimization of collaboration platforms and end-user support operations across our global organization. At East West, our vision is bold—creating a cleaner, safer, healthier, and smarter world. Join a collaborative, forward-thinking team and help turn that vision into reality. The Global IT Collaboration and End User Support Manager is responsible for leading and optimizing collaboration platforms and end-user support operations across the global organization. This role ensures employees worldwide have secure, reliable, and efficient tools to communicate, collaborate, and perform their work. The manager oversees support teams, drives service excellence, and partners with cross-functional stakeholders to enhance productivity, security, and user experience.

Requirements

4-year degree in IT or related field; advanced certifications preferred.
5–10 years in IT end-user support management within a global organization.
Strong knowledge of end-user hardware, software, and operating systems.
Proficiency in Microsoft 365 Administration (Admin Center, InTune, Exchange, Teams, SharePoint).
Familiarity with ITIL v4 or ITSM processes.
Leadership and team management.
Experience implementing AI in IT service workflows.
IT asset management and documentation (IT Glue).
Excellent communication and problem-solving skills.
Ability to collaborate with cross-functional teams and senior leadership.

Responsibilities

Develop and maintain a global support strategy aligned with business objectives and emerging technologies.
Lead, mentor, and manage IT professionals while fostering a culture of customer service and continuous improvement.
Oversee global help desk performance to ensure timely resolution of issues and adherence to SLAs; monitor KPIs for efficiency.
Identify and implement AI solutions to improve service workflows and track impact through KPIs.
Ensure proper configuration and security compliance for Microsoft Teams (including Voice), Exchange, and related tools.
Develop training programs and self-service resources to empower end users.
Oversee procurement, deployment, and lifecycle management of devices and licenses; maintain standard PC images and Microsoft InTune configurations.
Continuously improve end-user experience through feedback and NPS surveys.
Enforce global security policies and ensure compliance with data protection regulations.
Manage vendor relationships and optimize performance and costs.
Allocate resources effectively to meet support and project demands.