End User Services Manager

Reports To: Director, Digital Experience & Application Reliability
Leadership Level: People Manager
Travel: Approximately 20%
Work Authorization Requirement: Must be a U.S. Citizen or Green Card holder.
Candidates requiring current or future visa sponsorship (including H-1B, TN, OPT/CPT, or other employment authorization sponsorship) are not eligible for this position.
Location Requirement: This position offers a hybrid work environment. Candidates must reside within 90 minutes of one of the following locations and be available for occasional on-site support and collaboration.

• Buckeye, Arizona
• Lawrenceville, Georgia (Atlanta area)
• De Soto, Kansas
• Erie, Pennsylvania
• Dallas, Texas
• Orlando, Florida
• Pleasant Prairie, Wisconsin

About the Role

We are seeking an experienced End User Services Manager to lead our IT support organization and deliver an exceptional technology experience for employees across the business.

This leadership role oversees the people, processes, and service standards that power end-user support and drive continuous improvement across service delivery. You'll lead a high-performing support team, ensuring employees can successfully adopt and utilize core business technologies, including Microsoft 365, SharePoint, Jira, enterprise applications, and internally developed business solutions.

Success in this role requires a strong servant leader who can coach teams, establish operational excellence, improve service delivery, leverage data to drive decisions, and champion an outstanding end-user experience. You'll collaborate across Infrastructure, Security, Application Services, and Human Resources to ensure technology empowers employees to do their best work.

Key Responsibilities

Team Leadership & People Development

• Lead, mentor, and develop a high-performing End User Services team.

• Foster a culture of accountability, collaboration, customer service, and continuous improvement.

• Establish clear performance expectations, provide coaching, and support employee growth.

• Remove roadblocks and empower team members to succeed.

End User Support & Service Delivery

• Ensure employees receive timely, professional, and high-quality technical support.

• Oversee ticket management processes, service level agreements (SLAs), escalation procedures, and support standards.

• Manage Tier 1 support operations across Microsoft 365, SharePoint, Jira, enterprise applications, and internally developed business systems.

• Continuously improve the overall employee technology experience.

Employee Technology Onboarding

• Own the end-to-end technology onboarding experience for new employees.

• Partner with Human Resources and IT teams to ensure equipment, access provisioning, onboarding documentation, and training resources are prepared prior to employee start dates.

• Create a consistent, seamless onboarding process that drives productivity from day one.

Service Metrics & Operational Excellence

• Develop and maintain dashboards measuring:

  • Ticket volume

  • SLA performance

  • Backlog trends

  • Escalation rates

  • Reopened tickets

  • Team performance

• Analyze support metrics to identify trends, improve efficiency, and enhance customer satisfaction.

• Present operational insights and recommendations to IT leadership.

Continuous Improvement & Automation

• Drive initiatives that reduce repetitive support requests through automation, self-service capabilities, and process improvements.

• Create and maintain knowledge base documentation, user guides, and training materials.

• Identify recurring issues and partner with technical teams to eliminate root causes.

• Champion operational efficiency through ITSM best practices and workflow automation.

Cross-Functional Collaboration

• Partner closely with Infrastructure, Security, Application Development, and Business Systems teams to resolve complex technical issues.

• Serve as the escalation point when support requests uncover application defects or systemic issues.

• Represent the voice of the end user by providing feedback, trends, and improvement recommendations to technology teams.

Qualifications

• 5+ years of experience leading an enterprise IT Service Desk, End User Services, or Technical Support organization.
• 3+ years of direct people leadership experience, including coaching, performance management, hiring, and career development.
• Strong experience administering and supporting the Microsoft 365 ecosystem, including:
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive for Business
  • Microsoft Office applications
  • Microsoft Entra ID (Azure Active Directory)
• Hands-on experience with enterprise identity and access management, including user provisioning, group management, permissions, and role-based access controls.
• Strong knowledge of Windows desktop administration, endpoint troubleshooting, and enterprise end-user computing environments.
• Experience supporting enterprise collaboration platforms and productivity technologies.
• Experience administering or managing IT Service Management (ITSM) platforms such as Jira Service Management, ServiceNow, Freshservice, or Zendesk.
• Strong understanding of Incident, Problem, Change, Request, Knowledge, and Asset Management processes.
• Experience creating and managing Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Experience managing software deployments, endpoint lifecycle management, and device provisioning.
• Experience working within hybrid Active Directory and cloud-first Microsoft environments.
• Understanding of enterprise networking fundamentals, including DNS, DHCP, VPN connectivity, wireless networking, and remote access technologies.
• Experience supporting printers, conference room technology, mobile devices, and peripheral hardware in a corporate environment.
• Ability to troubleshoot complex application, authentication, and infrastructure-related issues while coordinating with Infrastructure, Security, and Application Development teams.

Operational & Leadership Experience

• Proven experience building high-performing service desk or end-user support teams.
• Strong understanding of ITIL v4 principles and enterprise service management best practices.
• Demonstrated success improving customer satisfaction (CSAT), reducing ticket backlog, and increasing first-call resolution.
• Experience implementing automation, self-service portals, workflow improvements, and knowledge management initiatives.
• Ability to analyze operational metrics and identify trends to improve service quality and operational efficiency.
• Experience partnering with Security, Infrastructure, Application Development, and Human Resources teams on enterprise technology initiatives.
• Excellent executive communication and stakeholder management skills with the ability to present service metrics, operational insights, and strategic recommendations to senior leadership.

• This role is a Remote/Telecommute position with the ability to travel up to 20%

Preferred Certifications

• ITIL Foundation v4
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Administrator Expert
• Microsoft Certified: Identity and Access Administrator
• Microsoft Certified: Modern Desktop Administrator
• Jira Service Management Administration
• CompTIA Network+
• CompTIA Security+
• Project Management Professional (PMP) or Certified ScrumMaster (CSM)

TruSummit Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. All applicants must be authorized to work in the United States.

Powered by JazzHR