Manager, IT User Services

Gulf Copper LLC•Galveston, TX

About The Position

The Manager, IT User Services is a hands-on technology leader responsible for delivering reliable, secure, and responsive end-user IT services across the organization. The role leads a small internal support team and external Managed Service Providers (MSPs), while also participating directly in technical implementation, troubleshooting, administration, and continuous improvement. The position supports hundreds of users across office, remote, and operational environments. The role oversees user support and service delivery, Microsoft 365 and identity services, Windows endpoint and mobile-device management, and practical IT service-management processes. It leads technology deployments and user-facing initiatives, translates business needs into practical solutions, and identifies ways to automate work, improve reliability, and enhance the employee technology experience. The position may support integrations, migrations, organizational changes, and new-site or business expansion activities. Work takes place in office, remote-support, and operational environments as business needs require. The role may require travel to company facilities or business locations and after-hours availability for escalations, deployments, maintenance, or service restoration. Employees entering operational areas must follow site-specific safety requirements and wear required personal protective equipment.

Requirements

At least 7 years of progressive experience in IT infrastructure, end-user computing, systems administration, or IT support, including experience leading technical teams.
Hands-on expertise with Microsoft 365, Exchange Online, Microsoft Teams, Microsoft Entra ID/Azure Active Directory, Active Directory, Microsoft Intune, Windows endpoint management, Mobile Device Management and BYOD, and cloud-based enterprise applications.
Strong understanding of endpoint security, patching, device compliance, software deployment, and identity/access management.
Working knowledge of ITIL and practical IT Service Management principles.
Demonstrated ability to manage MSPs and technology vendors while maintaining internal ownership and accountability.
Experience supporting a large user population with a relatively lean IT team.
Strong technical troubleshooting skills and ability to personally handle complex escalations.
Strong communication, organization, and service-oriented IT skills.
Ability to operate effectively in a fast-paced environment with multiple simultaneous priorities.
Ability to sit or stand for extended periods and regularly use a computer and standard office equipment.
Ability to follow site-specific safety requirements and wear required personal protective equipment when entering operational areas.

Nice To Haves

Experience with Microsoft Defender, Windows Autopilot, PowerShell, and automation.
Experience supporting Apple iOS/iPadOS and modern BYOD environments.
Experience implementing or improving ITSM platforms and service-management processes.
Familiarity with cybersecurity frameworks, endpoint security controls, and regulated or compliance-driven environments.
Microsoft, ITIL, or comparable technical certifications; beneficial but not required.
Experience with JIRA, Zendesk, or ServiceNow.
Experience with ERP systems or the manufacturing sector.

Responsibilities

Lead day-to-day IT support and end-user services for hundreds of users across office, remote, and operational environments.
Manage and mentor a small internal IT support team and coordinate with MSPs, vendors, and technology partners.
Establish a responsive, customer-focused support culture with clear ownership of incidents, requests, and escalations.
Personally handle complex troubleshooting and escalations when needed.
Monitor recurring support issues and implement permanent solutions.
Maintain onboarding, offboarding, device provisioning, access, and user lifecycle processes.
Administer and support Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and related collaboration services.
Manage identity and access using Microsoft Entra ID (Azure Active Directory) and traditional Active Directory environments.
Support user provisioning, authentication, group membership, permissions, licensing, and access-related troubleshooting.
Work with cybersecurity personnel to implement identity, endpoint, and access-control requirements.
Manage Windows endpoints using Microsoft Intune, including enrollment, configuration profiles, compliance policies, application deployment, and endpoint lifecycle management.
Manage corporate and BYOD mobile-device environments using Intune MDM and Mobile Application Management/App Protection Policies.
Maintain standardized endpoint configurations and ensure user devices remain secure, supportable, and current.
Manage operating-system and application patching, endpoint health, software currency, and device compliance.
Improve endpoint automation and reduce manual administration where practical.
Apply practical ITIL/IT Service Management principles for incident, request, problem, change, asset, and knowledge management.
Maintain service metrics, identify recurring problems, and drive measurable improvements in service quality.
Develop and maintain support procedures, technical documentation, knowledge articles, and standard operating procedures.
Ensure effective escalation and accountability among internal IT staff, MSPs, application owners, and vendors.
Lead and execute technology deployments and user-facing IT initiatives.
Translate business needs into practical technology solutions and drive implementation through completion.
Identify opportunities to simplify processes, automate repetitive tasks, improve reliability, and enhance the employee technology experience.
Support technology integrations, migrations, organizational changes, and new-site or business expansion activities.
Participate directly in implementation work rather than functioning solely as a project coordinator.
Follow site-specific safety requirements and wear required personal protective equipment when entering operational areas.