Manager, End User Services

North American Electric Reliability Corporation (NERC)•Remote - DC Area, US, DC

13h•Remote

About The Position

The End User Services Manager leads NERC’s Service Desk and Desktop Support functions to deliver reliable, responsive, customer-focused technology support across the enterprise. The role oversees day-to-day end-user support, executive and VIP support, endpoint engineering and management, incident and problem management, IT asset lifecycle management, and continuous improvement of IT support services. It combines people leadership with hands-on technical leadership, especially in Microsoft Intune and modern endpoint management, and applies ITIL-based service management practices. The manager develops the support team and establishes measurable service levels, operational standards, documentation, and processes. The role is responsible for improving service performance, implementing automation, analyzing service trends, and collaborating with Infrastructure, Cybersecurity, and other IT teams to resolve issues and improve employees’ technology experience. It also establishes operational KPIs and reports on service quality, incident response, endpoint compliance, asset controls, and related performance measures. The position reports to the Head of Infrastructure Operations and Engineering. It may be based remotely, with travel to NERC offices or meeting locations when needed. The position is classified as exempt.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, Cybersecurity, or a related field, or equivalent relevant professional experience.
7+ years of progressive experience in IT support, Service Desk, Desktop Support, Endpoint Management, or IT Operations.
3+ years of experience leading or managing technical support teams.
Strong hands-on experience with Microsoft Intune in an enterprise environment.
Strong knowledge of Microsoft 365, Entra ID, Windows 11, Microsoft Teams, Outlook, and endpoint technologies.
Experience with Windows Autopilot, application deployment, device compliance, endpoint configuration, and patch management.
Experience managing Service Desk operations and enterprise ITSM platforms.
Strong understanding of ITIL practices, particularly Incident, Problem, Request, Knowledge, and Asset Management.
Experience supporting senior executives and other high-profile users.
Experience managing endpoint hardware lifecycle and IT asset inventory.
Strong troubleshooting, analytical, and root-cause-analysis skills.
Experience developing operational metrics, dashboards, KPIs, SLAs, and OLAs.
Strong written and verbal communication skills, including the ability to explain technical issues to technical personnel and senior leadership.
Demonstrated ability to manage competing priorities in a fast-paced environment.
Leadership, communication, mentoring, troubleshooting, and project-management skills.
The ability to communicate and coordinate effectively across technical and business teams.
The role requires travel to NERC offices or meeting locations when needed; the position may be based remotely.
A background check will be conducted prior to employment; hires must verify identity and eligibility to work in the United States and complete the required employment eligibility verification form.

Nice To Haves

No preferred qualifications are separately identified in the posting.

Responsibilities

Lead, coach, mentor, develop, and manage the performance of the Service Desk and Desktop Support teams.
Develop departmental goals, support and endpoint strategies, technology roadmaps, engineering standards, and operational priorities aligned with Business Technology objectives.
Build a culture of accountability, technical excellence, cybersecurity, automation, documentation, and continuous improvement.
Provide recommendations on endpoint investments, modernization, architecture, lifecycle management, risk, and emerging technologies.
Manage vendors, professional services engagements, support contracts, contractors, telecommunications providers, and managed service providers.
Participate in budget planning, capital forecasting, licensing, capacity planning, lifecycle management, and technology refresh initiatives.
Establish engineering and configuration standards, documentation requirements, operating procedures, and governance practices.
Lead after-action reviews, root-cause analysis, problem management, and continual service improvement initiatives.
Develop team technical depth through mentoring, cross-training, knowledge transfer, and succession planning.
Coordinate with Infrastructure, Cloud, Security Operations, Service Management, Enterprise Applications, Project Management, and business teams.
Partner with Security Operations on endpoint security architecture, vulnerabilities, threats, and remediation; assess endpoint vulnerabilities for applicability, exposure, risk, and remediation needs.
Lead daily Service Desk and Desktop Support operations and ensure employees receive timely, professional, customer-focused technical support.
Establish and monitor SLAs, OLAs, escalation procedures, and support standards; manage staffing, scheduling, workload distribution, and escalation coverage.
Oversee support for Windows endpoints, Microsoft 365, Microsoft Teams, Outlook, browsers, VPN, printers, mobile devices, collaboration technologies, and enterprise applications.
Oversee laptop provisioning, imaging, configuration, deployment, replacement, and decommissioning.
Establish ticket documentation, knowledge article, troubleshooting, and escalation standards; develop self-service and knowledge-management processes.
Identify opportunities to automate repetitive Service Desk and endpoint support activities and partner with technical teams to resolve complex issues.
Establish and manage a high-touch Executive Support program for executives, leadership, and designated VIP users, ensuring requests receive appropriate priority, ownership, communication, and follow-through.
Provide or coordinate executive support for laptops, mobile devices, Microsoft Teams, conferencing, remote access, presentations, and executive meetings; proactively identify issues that could affect executives or critical meetings.
Maintain effective, discreet, professional, urgent, and confidential communication with executives and administrative staff; develop consistent executive support standards.
Serve as a technical leader and subject matter expert for Microsoft Intune and modern endpoint management.
Oversee Windows device enrollment, configuration, compliance, application deployment, patching, and endpoint lifecycle management.
Develop and maintain Intune configuration profiles, compliance policies, application deployment policies, update rings, and device-management standards.
Use Intune to automate endpoint provisioning, configuration, software distribution, and remediation; support and improve Windows Autopilot deployment processes.
Work with Cybersecurity to remediate vulnerabilities and non-compliant devices and keep endpoint operating systems and applications current with security patches and organizational standards.
Develop reporting and dashboards for endpoint health, compliance, patching, deployment status, and vulnerabilities; support applicable MDM and MAM strategies.
Own and continuously improve IT Incident Management; ensure incidents are categorized, prioritized, assigned, escalated, communicated, and resolved appropriately.
Lead or coordinate responses to high-priority and major end-user incidents, establish escalation paths, communicate with stakeholders and leadership, and track post-incident corrective actions.
Analyze incident trends to identify ways to reduce recurring support issues.
Develop and manage a Problem Management process that identifies and eliminates root causes of recurring incidents.
Use ticket and incident data to identify recurring problems; coordinate root-cause analysis with technical teams and vendors; maintain known-error information, workarounds, and knowledge documentation.
Track problem-management corrective actions and measure reductions in recurring incidents.
Oversee the lifecycle of end-user technology assets, including laptops, desktops, monitors, mobile devices, peripherals, and other assigned equipment.
Maintain accurate asset inventory and ownership records and ensure assets are correctly associated with employees and reflected in ITSM and asset-management systems.
Establish processes for procurement, receiving, inventory, deployment, assignment, transfer, refresh, recovery, and secure disposal; develop equipment recovery processes for departing employees.
Coordinate hardware refresh programs, conduct periodic inventory audits, reconcile discrepancies, and partner with Procurement, Finance, Human Resources, Cybersecurity, and other teams on asset controls.
Identify opportunities to reduce hardware costs and improve asset utilization.
Apply ITIL principles to Service Desk, Incident, Problem, Request, Knowledge, and Asset Management; develop standardized documented procedures and a service-oriented culture.
Maintain a Service Desk knowledge base and use analytics to identify service trends, recurring issues, training needs, and automation opportunities.
Evaluate and implement automation, AI, self-service, and endpoint remediation technologies; regularly review support processes and recommend improvements to IT leadership.
Establish, monitor, and report operational KPIs, including customer satisfaction, first-contact resolution, resolution and response times, SLA/OLA attainment, ticket volume and backlog, ticket aging, escalations, incident trends, endpoint and patch compliance, vulnerability remediation, device deployment time, asset accuracy, refresh status, knowledge-base use, and self-service and automation adoption.
Use metrics to identify trends, improve services, increase accountability, and drive measurable improvements in employees’ technology experience.