IT Manager of End User Systems & Support

Bigelow Tea•Fairfield, CT

1d•Onsite

About The Position

Bigelow Tea is seeking a talented individual to join their growing team as the IT Manager of End User Systems & Support. This role reports to the Sr. Director of IT and works cross-functionally across the company. The position is responsible for leading end-user service delivery across all company locations, ensuring a responsive, reliable, and well-managed support experience for office, manufacturing, warehouse, and remote personnel. The role combines team leadership, operational ownership, and hands-on technical understanding. The Technology Manager will manage service desk and desktop support functions, act as an escalation point for complex end-user issues, and collaborate with infrastructure, security, and application teams to enhance service quality and support effectiveness. The role supports approximately 400 end-users across various environments and includes managing day-to-day IT End User Systems & Support activities, monitoring and managing desktop support, general IT service desk issues, VIP support, and ensuring optimal service. Responsibilities also include technology support for corporate conferencing/videoconferencing and ensuring meeting room readiness.

Requirements

Bachelor’s degree in Business, Information Systems, or a related discipline; equivalent experience may be considered.
7+ years of progressive experience in IT support, end-user computing, service delivery, or related technical operations, including experience leading support staff or technical teams.
Strong knowledge of end-user hardware, endpoint security, collaboration technologies, support processes, and networking fundamentals in a multi-location environment.
Ability to understand complex technical issues, guide escalation, and communicate practical solutions to users and stakeholders.

Nice To Haves

Relevant IT certifications are a plus.

Responsibilities

Lead continuous improvement of end-user support services, service desk processes, and overall technology experience across the organization.
Help shape roadmaps for end-user systems, support workflows, meeting room technology, and service enhancements.
Monitor service performance, customer satisfaction, and operational trends; implement improvements where needed.
Ensure standards, procedures, and support practices are in place to deliver consistent, high-quality service.
Lead, coach, and develop the IT Service Desk team to provide responsive, professional, and effective support.
Assign and prioritize work based on business needs, ticket volume, project demands, and staff capacity.
Lead or support approved projects related to end-user systems, hardware refreshes, software deployments, support tools, and service transitions.
Coordinate internal staff and third-party providers to ensure projects and operational initiatives are delivered successfully.
Oversee day-to-day end-user support operations, including desktop support, service desk issues, VIP support, and meeting room technology readiness.
Serve as an escalation point for complex end-user issues involving endpoints, collaboration tools, access, conferencing, and related technologies.
Partner with infrastructure, security, networking, and application teams to resolve issues that extend beyond typical help desk support.
Analyze recurring incidents and service trends to strengthen documentation, improve processes, and reduce repeat issues.
Manage procurement, deployment, support, and inventory of end-user hardware, peripherals, software, and related technology resources.
Evaluate vendor and service provider performance and support ongoing issue resolution and service quality management.
Support the readiness and effective use of conferencing, videoconferencing, and audiovisual technologies across the company.
Ensure support activities align with company policies, security expectations, and operational requirements.