Manager, End User Support

AmTrust Financial Services, Inc.•Cleveland, OH

About The Position

AmTrust Financial is seeking a Manager to lead and manage End User Services operations across the United States. This role is accountable for day-to-day support delivery, service quality, staffing coverage, escalations, operational consistency, and the overall end-user experience across assigned U.S. locations and remote user populations. The End User Support (EUS) Manager provides direct leadership to Senior EUS Analysts, EUS Analysts, and related U.S. support resources. This position is responsible for building a disciplined, responsive, customer-focused support organization that restores user productivity quickly, communicates clearly, follows established processes, and continuously improves service performance. The ideal candidate is a hands-on operational leader with strong technical background, strong people leadership skills, excellent communication, and the ability to balance process discipline with practical urgency when users or business operations are impacted.

Requirements

5-7 years of experience in end-user support, desktop support, service desk, IT operations, field support, or related enterprise IT support functions.
2-3 years of experience leading, supervising, mentoring, or coordinating IT support staff in a team lead, supervisor, manager, or equivalent capacity.
Strong working knowledge of Windows operating systems, Microsoft 365, Teams, Outlook, OneDrive, endpoint support, remote support tools, device imaging, and enterprise productivity applications.
Experience with ITSM platforms such as ServiceNow, Halo, Jira Service Management, or similar systems, including incident management, request fulfillment, escalation, and service level management.
Working knowledge of Active Directory, Azure AD / Entra ID, MFA, VPN, endpoint management, asset tracking, and user access support processes.
Solid understanding of networking and connectivity concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and general enterprise connectivity troubleshooting.
Demonstrated ability to lead teams, manage competing priorities, resolve escalations, and maintain service quality in a fast-paced environment.
Strong written and verbal communication skills with the ability to communicate effectively with analysts, leadership, business users, and technical teams.
Strong judgment, accountability, follow-through, and ability to balance process compliance with practical urgency during business-impacting issues.
Ability to analyze operational data, identify trends, and translate findings into action plans that improve support performance and user experience.

Nice To Haves

Bachelor degree in Information Technology, Computer Science, Business, or related field, or equivalent combination of technical experience and leadership experience.
ITIL Foundation, CompTIA A+, Network+, Microsoft, endpoint management, or service management certification preferred.
Experience managing distributed support teams across multiple offices, regions, or time zones.
Experience supporting executive users, conference rooms, field operations, and high-touch business environments.
Experience with Microsoft Intune, SCCM, endpoint security tools, asset management platforms, device lifecycle management, and remote management solutions.

Responsibilities

Lead U.S. End User Services daily operations, ensuring timely and professional support for incidents, service requests, escalations, office support needs, and user-impacting issues.
Manage, coach, and develop Senior EUS Analysts, EUS Analysts, and assigned support resources, including performance feedback, prioritization guidance, accountability, and career development.
Ensure support coverage across U.S. locations, time zones, teams, and business priorities, adjusting staffing and assignments as needed to maintain operational effectiveness.
Drive consistent use of the ITSM platform, including ticket ownership, categorization, prioritization, escalation, documentation, SLA management, and meaningful user communication.
Monitor service performance, ticket queues, aging work, SLA risks, user feedback, recurring issues, and operational trends; take corrective action when performance or service quality declines.
Serve as a management escalation point for unresolved, high-impact, sensitive, executive, or business-critical support issues.
Partner with Service Delivery, Infrastructure, Security, Applications, Asset Management, Procurement, Facilities, and vendor teams to coordinate resolution of cross-functional issues.
Establish and reinforce operating standards for responsiveness, professionalism, ownership, documentation, follow-up, prioritization, escalation, and customer service.
Support onboarding, offboarding, device lifecycle activities, office moves, hardware deployments, conference room support, field support coordination, and executive support needs as required.
Identify recurring problems, process gaps, training needs, documentation gaps, and service improvement opportunities; partner with leadership to implement sustainable corrective actions.
Contribute to knowledge management by ensuring procedures, troubleshooting guides, known issues, and standard operating processes are maintained and used by the team.
Collaborate with Quality and Training resources to improve analyst performance, ticket quality, communication, new-hire readiness, and service consistency.
Participate in operational reviews, leadership meetings, reporting activities, after-action reviews, and continuous improvement initiatives.
Promote compliance with security standards, access control procedures, asset management practices, data protection requirements, and company IT policies.
Build strong relationships with business partners and office leadership to understand service needs, reduce friction, and improve confidence in End User Services.