Manager, End User Support
About The Position
The Manager, End User Support leads the organization’s end‑to‑end user support functions and Support Engineering to deliver a consistent, high‑quality support experience across the enterprise. This role is accountable for service delivery, people leadership, and operational execution across a multi‑tier, geographically distributed support model. The position balances customer experience, operational discipline, and team development to ensure technology issues are resolved efficiently while minimizing business disruption. The ideal candidate understands technology as an enabler of business outcomes and can coach a team to deliver clear, empathetic, and effective support to a diverse user base. While the organization maintains a well‑defined enterprise roadmap and experienced leadership at all levels, this role focuses on execution, adoption, and service continuity within End User Support.
Requirements
- Bachelor’s degree in Information Systems, Business, or related field, or equivalent experience
- 5+ years of experience in IT end user support or service desk environments
- 2+ years of people leadership or supervisory experience
- Strong working knowledge of Windows, macOS, Microsoft 365, and identity/access management concepts
- Experience with ITSM platforms and service management processes
- Experience managing support teams in a business‑focused, non‑technology organization
- Familiarity with ITIL practices and service desk metrics
- ITIL Foundation, CompTIA, or similar certifications
- Strong people leadership and coaching skills
- Ability to translate operational performance into business impact
- Clear written and verbal communication
- Data‑driven, execution‑focused mindset
- Calm, structured approach to escalations
- Ability to balance customer experience with process discipline
- Fast‑paced, business‑critical support environment
- Frequent interaction with non‑technical employees and business leaders
- Occasional after‑hours or on‑call support as needed
Responsibilities
- Lead and oversee the End User Support organization across Tier 1, Tier 2, and Tier 3 teams
- Establish clear expectations for service quality, performance, documentation, and professionalism across all support tiers
- Ensure effective intake, triage, escalation, and resolution of end‑user issues
- Monitor ticket queues, service levels, and workload distribution
- Maintain clear escalation criteria and handoff standards between support tiers
- Serve as an internal escalation and advisory point, providing guidance, judgment, and customer experience leadership during complex or high‑tension situations
- Identify recurring issues and partner with technical teams on root‑cause analysis and remediation
- Establish expectations for performance, service quality, documentation, and professionalism
- Provide people leadership and performance oversight for assigned support staff
- Support onboarding, coaching, and ongoing skill development across support tiers
- Ensure teams are trained on current tools, workflows, and support processes appropriate to their role
- Educate and enable Tier 1 teams as new knowledge base articles and standard operating procedures are introduced, supporting the expansion of Tier 1 responsibilities
- Validate that documentation and knowledge articles are accurate, usable, and consistently applied
- Lead End User Support adoption of the ServiceNow platform while maintaining service quality and customer satisfaction
- Represent support operations during rollout activities, providing front‑line workflow and user experience input
- Translate enterprise‑level plans into clear, tier‑specific operational expectations
- Identify operational risks, adoption challenges, or process gaps related to new tools and workflows and escalate feedback appropriately
- Develop operational readiness plans aligned to rollout milestones, including queue structures, escalation paths, and transitional procedures
- Coordinate support‑tier participation in testing, pilots, and phased rollouts
- Ensure teams are prepared for go‑live events and periods of change
- Monitor service trends, customer feedback, and adoption challenges
- Track performance metrics (responsiveness, resolution quality, documentation standards, customer experience) and use data to guide coaching and continuous improvement
- Provide leadership with actionable insights into end‑user support performance and operational risks
Benefits
- Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training & Personal Development
- And More!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
251-500 employees
