Senior Manager, IT End User Services

Aprio•Atlanta, GA

5d•Hybrid

About The Position

Aprio Advisory Group, LLC is a progressive, fast-growing firm looking for a Senior Manager, IT End User Services to join their dynamic team. The Senior IT Manager leads a team of specialists to deliver technical assistance, troubleshooting, and proactive solutions for end users across modern digital platforms. This role is responsible for setting strategic direction, ensuring operational excellence, and driving continuous improvement in support services. The manager oversees end-user support, hardware and software management, guides best practices for collaborative tools (Microsoft 365, Teams, OneDrive, SharePoint), and ensures systems are secure, up-to-date, and optimized for organizational efficiency. The manager supports both on-site and remote staff, fostering a culture of service and innovation.

Requirements

8+ years in end-user support operations, with at least 5 years in a line-management or technical-leadership capacity.
Proven ability to lead, motivate, and develop a high-performing support team.
Advanced understanding of Windows and Mac operating systems, mobile platforms (iOS and Android), and workplace applications including Microsoft 365 suite.
Analytical skills to diagnose complex issues, identify root causes, and implement effective solutions under pressure.
Ability to convey technical information clearly to both technical and non-technical audiences.
Strong verbal and written communication skills.
Commitment to delivering positive user experiences and fostering productivity.
Skilled in prioritizing demands, managing multiple projects, and meeting deadlines in a dynamic environment.
Attention to detail in recording procedures, troubleshooting steps, and user guides.
Willingness to embrace new technologies and adapt to evolving workplace requirements.

Nice To Haves

Familiarity with computer and printer leasing — agreements, lifecycle management, refresh management, return to lessor.
Bachelor’s degree in Computer Science, Information Systems, or related field — or equivalent applicable years of experience.

Responsibilities

Recruit, train, and mentor end-user support technologists. Set performance goals, conduct evaluations, and foster professional growth within the team.
Oversee the diagnosis, resolution, and documentation of user issues related to hardware, software, network connectivity, and cloud-based applications. Ensure high-quality support delivery and adherence to service-level agreements.
Own end-to-end IT support service delivery across all offices within an assigned region or country, ensuring consistent service standards, local responsiveness, and alignment with global IT strategy. Act as the primary escalation point for site-level issues and partner with regional leadership to address location-specific needs.
Manage asset inventory, coordinate device deployment and retirement, and ensure secure disposal of obsolete equipment. Establish policies for device management and compliance.
Supervise administration of digital collaboration platforms, ensuring users have appropriate access, permissions, and training. Lead troubleshooting and optimization efforts for platforms such as Microsoft Teams, SharePoint, Exchange Online, and OneDrive for Business.
Design and oversee processes for onboarding new hires and securely deactivating departing staff accounts. Ensure compliance with organizational policies for device and data management.
Develop training programs and documentation to empower employees in adopting new technologies and best practices. Promote self-service resources and reduce repetitive queries.
Implement and monitor security measures such as multi-factor authentication, device encryption, patching, and antivirus deployment. Collaborate with IT and cybersecurity teams to ensure regulatory compliance and safeguard organizational data.
Oversee logging, tracking, and resolution of user requests and incidents. Communicate effectively with stakeholders regarding issue status and resolution.
Ensure effective use of remote access tools to support staff working off-site, maintaining continuity and consistent service across locations.
Monitor technology trends and identify opportunities for system, process, or user experience enhancements. Lead initiatives to address recurring issues and prevent future disruptions.
Manage relationships with vendors and external partners for hardware repairs, software licensing, and specialized support, ensuring timely resolution and service quality.

Benefits

Medical, Dental, and Vision Insurance on the first day of employment
Flexible Spending Account and Dependent Care Account
401k with Profit Sharing
9+ holidays and discretionary time off structure
Parental Leave – coverage for both primary and secondary caregivers
Tuition Assistance Program and CPA support program with cash incentive upon completion
Discretionary incentive compensation based on firm, group and individual performance
Incentive compensation related to origination of new client sales
Top rated wellness program
Flexible working environment including remote and hybrid options