Manager, End User Engineering & Support

Roadrunner•Downers Grove, IL

1d•Onsite

About The Position

Roadrunner’s end-user technology environment directly affects how employees communicate, collaborate, serve customers, and execute across a distributed operating network. The Manager, End User Engineering & Support owns that experience, from endpoint engineering and Microsoft 365 services to service desk performance, employee lifecycle support, asset management, and executive technology needs. This role is designed for a technology leader who goes beyond managing tickets. You will identify systemic issues, eliminate recurring failure points, strengthen service discipline, and build the standards and automation required to scale. You will lead a technical team while remaining close enough to the work to guide complex escalations and make informed engineering decisions. Success means employees receive secure, reliable, and well-managed technology; leaders have confidence in IT support; recurring issues are resolved at the source; and the organization operates through measurable, documented, and increasingly automated processes.

Requirements

7+ years of progressive experience in End User Computing, End User Engineering, IT Support, Desktop Engineering, or a related technology function.
3+ years of experience leading or managing technical teams.
Demonstrated expertise supporting enterprise endpoint environments and geographically distributed users.
Strong knowledge of Microsoft 365, modern endpoint management, and end-user identity and access services.
Experience with endpoint provisioning, software packaging and deployment, patching, device compliance, lifecycle management, and endpoint security.
Experience managing ITSM and service desk practices across incident, request, problem, and change management.
Strong troubleshooting, root-cause analysis, and technical escalation capabilities.
Experience establishing measurable service standards and using operational data to improve performance.
Strong executive communication skills and the ability to work effectively with technical teams, business leaders, vendors, and end users.
Ability to manage competing priorities in a fast-moving environment while maintaining ownership of outcomes.

Nice To Haves

Experience with Microsoft Intune, Entra ID, Windows Autopilot, Azure Virtual Desktop, and related Microsoft technologies.
Experience with ServiceNow or a comparable enterprise ITSM platform.
Experience supporting organizations with multiple offices, service centers, or operating locations.
Experience implementing automation, self-service, zero-touch deployment, or AI-assisted support capabilities.
Experience with enterprise technology asset management and software licensing.
Microsoft, ITIL, or other relevant technical certifications.
Experience supporting transportation, logistics, or another operationally complex and geographically distributed business.

Responsibilities

Lead, coach, and develop the End User Engineering and Support team, establishing clear expectations, ownership, and measurable service standards.
Provide hands-on technical leadership, escalation support, and decision-making for high-impact incidents and complex end-user issues.
Align staffing, workload distribution, cross-training, and coverage with business priorities and service demands.
Use operational metrics to evaluate performance, identify constraints, and improve service quality.
Build a culture defined by responsiveness, technical discipline, accountability, and continuous improvement.
Own the engineering, configuration, deployment, and lifecycle management of laptops, desktops, mobile devices, peripherals, and related end-user technology.
Establish and maintain standardized workstation builds, endpoint configurations, policies, and deployment methods.
Direct software packaging, application deployment, patching, device compliance, and endpoint configuration management.
Expand zero-touch deployment, self-service, and automated remediation capabilities wherever practical.
Partner with Security to ensure endpoints meet vulnerability-management, compliance, access-control, and security requirements.
Provide operational ownership for end-user Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and related technologies.
Oversee end-user identity, access, licensing, and device services in coordination with Infrastructure, Cloud, Network, Applications, and Security.
Improve the adoption, reliability, and effective use of Microsoft technologies across the organization.
Automate repetitive administrative and support activities to reduce manual effort and improve consistency.
Maintain clear operating standards, documentation, and escalation paths for critical end-user services.
Own the end-user support experience from initial contact through resolution, including service desk operations and executive/VIP support.
Ensure incidents and requests are prioritized according to business impact and resolved within established service expectations.
Improve ticket quality, escalation procedures, user communication, technical documentation, and knowledge management.
Analyze incident patterns and service trends to eliminate root causes rather than repeatedly treating symptoms.
Expand self-service and knowledge-base capabilities while maintaining consistent support across corporate and distributed Roadrunner locations.
Own technology onboarding and offboarding in partnership with Human Capital and other IT teams.
Ensure employees receive properly configured equipment, access, and support at the appropriate point in the employee lifecycle.
Maintain accurate hardware, software, licensing, inventory, and asset lifecycle records.
Establish standards for technology procurement, deployment, replacement, recovery, and secure disposal.
Improve onboarding and offboarding through process integration, automation, and clear accountability.
Build durable processes and operating standards rather than relying on individual knowledge or manual intervention.
Identify repetitive, high-volume, or error-prone activities and implement automation where it improves speed, quality, or control.
Use service metrics and operational data to improve response times, user satisfaction, reliability, and team capacity.
Maintain procedures, technical standards, support documentation, and knowledge articles that enable consistent execution.
Evaluate emerging technologies, including AI-enabled support and automation capabilities, based on measurable business value.
Manage end-user technology vendors, service providers, and support partners against defined deliverables and service expectations.
Hold partners accountable for responsiveness, issue resolution, and contractual performance.
Participate in product evaluations, renewals, licensing decisions, and technology purchasing.
Identify opportunities to consolidate tools, reduce unnecessary cost, and improve value without compromising service or security.
Provide clear recommendations that balance employee experience, risk, scalability, and financial impact.