End-User IT Support Leader

Jobtailor

Waltham (MA)

On-site

USD 95,000 - 130,000

Full time

14 days+

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Job summary

Jobtailor seeks an experienced IT End-User Support Lead in the United States to head the firm’s US-based end-user support function and drive delivery of IT services to employees worldwide. You will coach a high-performing Helpdesk, own the service delivery model, and push for ticket quality, documentation, and strong SLA/KPI governance.

Ideal candidates have 7+ years in IT support, 3+ years in leadership, and solid experience with ITSM, Jamf/Intune, and Microsoft 365.

Qualifications

Bachelor's degree in computer science required.
7+ years in IT support or end-user services in a large environment.
3+ years leading a help desk or service desk with people management.
Strong ITSM knowledge, including SLA management and reporting.
Experience with enterprise device management (Jamf/Intune) and endpoint security basics.
Proficient with Microsoft 365 and end-user productivity tools.
Familiarity with networking fundamentals.

Responsibilities

Lead the US-based end-user support function and report to the US Associate Director of IT.
Deliver and continuously improve IT services supporting employees globally.
Coach and develop a high-performing Helpdesk team with clear expectations and feedback.
Own the end-to-end service delivery model for end-user support, focusing on quality and user experience.
Drive improvements in ticket quality, ownership, and documentation.
Establish, monitor, and enforce SLAs, KPIs, and operational metrics balancing speed and customer satisfaction.