IT Manager - End User Services

MV Transportation•Dallas, TX

About The Position

MV Transportation is seeking a highly skilled and motivated IT Manager to oversee and manage our End User Services department. This role will be responsible for leading a team that provides excellent service desk support, efficient desktop services, reliable tablet management, and effective voice services to our organization's end users. The successful candidate will possess strong technical expertise, exceptional leadership qualities, and a customer-centric mindset.

Requirements

Five (5)+ years in end‑user support leadership (Service Desk/Desktop) managing distributed teams and 24×7 operations.
Demonstrated ownership of ITSM processes/metrics and experience tuning workflows in platforms such as Freshservice or ServiceNow.
Knowledge of ITIL-based practices
Hands‑on experience with Microsoft 365, Azure AD/Entra ID, Intune/Endpoint Manager, Windows 11, VPN, and endpoint security controls (MFA, AV).
Strong communication and stakeholder management skills; proven ability to drive change and coach early‑career technicians.
Demonstrated motivation and initiative to drive success in the operation and successfully lead and complete IT projects

Responsibilities

Lead day‑to‑day Service Desk operations (Level 1–3), ensuring timely, accurate resolution of incidents/requests and adherence to SLAs/KPIs; manage major incident participation and communications.
Own queue management, ticket workflow design, and knowledge base quality; ensure consistent categorization, routing, and escalation.
Establish and enforce desktop standards, imaging/builds, and endpoint configuration; coordinate hardware break/fix and lifecycle.
Forecast and manage the EUS budget seeking opportunities to not only meet budget but identify savings where possible
Develop and implement service desk policies, procedures, technical standards, and best practices to optimize productivity and enhance customer satisfaction.
Manage the deployment, configuration, and maintenance of desktop hardware and software across the organization.
Oversee onboarding/offboarding technology (device provisioning, account setup, app access), partnering with HR and IT infrastructure.
Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing necessary actions.Drive monthly desktop patch compliance—monitor, report, and remediate exceptions
Collaborate with other IT teams to ensure seamless integration and compatibility of desktop systems with network infrastructure and enterprise applications.
Ensure positive VIP/Executive support, white‑glove incident handling, and clear post‑incident follow‑ups.
Oversee the provisioning, configuration, and maintenance of tablets used by employees, ensuring smooth operation and optimal performance.
Implement and enforce security measures to protect sensitive data on tablets, including encryption, access controls, and mobile device management solutions.
Serve as the point of contact for division leadership on end‑user technology readiness, cutovers, and special events (GM Academy, large onboardings)
Lead EUS projects successfully to completion
Collaborate with Infrastructure/Network, Business Systems, and Vehicle Technology teams for cross‑queue issues (e.g., tablet deployments, application access).
Oversee asset lifecycle accuracy (assignment, returns, disposition)
Manage the organization's voice services, including telephony systems, call routing, and conferencing solutions.
Ensure high availability, reliability, and quality of voice services, troubleshooting issues and coordinating with vendors when necessary.
Collaborate with stakeholders to identify voice service requirements, propose enhancements, and implement new technologies as needed.
Manage, coach, and develop the EUS team (Service Desk, Desktop/Field Support, contractors), including staffing, shift coverage, and performance feedback.
Foster a service‑oriented culture emphasizing communication, empathy, and continuous improvement; address quality issues and reinforce standards
Lead, motivate, and mentor a team of early-career IT professionals, fostering a positive and collaborative work environment.
Assign tasks, set performance goals, and conduct regular performance evaluations for team members.
Collaborate with other IT leaders and stakeholders to align end user services with broader IT strategies and organizational goals.