End User Service Coordinator

Computer Task; Orange (CA); On-site; USD 83,000 - 96,000; Full time

Job summary

CTG is seeking an experienced Onsite End User Services Coordinator Team Lead to oversee and coordinate end-user support operations in a dynamic enterprise environment. This role serves as the central point of coordination for the Desktop Support team, ensuring incoming work is properly prioritized and tracked to meet SLAs.

The successful candidate will lead day-to-day support activities, coordinate AD migrations, and drive M&A technology integration, delivering a seamless end-user experience

Qualifications

• Bachelor’s degree or equivalent experience in IT field.
• 5+ years of experience in desktop support, end-user services, service desk operations, or IT coordination.
• 2+ years of experience leading or coordinating technical teams or support operations.
• Experience coordinating large-scale endpoint deployments, Active Directory migrations, or enterprise technology initiatives.
• Strong understanding of desktop technologies, Windows environments, Microsoft 365, AD, and endpoint support processes.
• Experience in ITIL-based service management.
• Excellent organizational, communication, and stakeholder management skills.
• Ability to manage multiple competing priorities in a fast-paced environment.

Responsibilities

• Coordinate and manage incoming support requests, incidents, and service requests for the Desktop Support team.
• Prioritize and assign work based on business impact, urgency, resource availability, and service level commitments.
• Monitor ticket queues to ensure timely response and resolution of support issues.
• Act as the primary liaison between end users, support personnel, and IT leadership.
• Escalate critical issues and coordinate resolution across multiple support groups.
• Provide day-to-day coordination and oversight of support activities across multiple workstreams.
• Oversee AD migration initiatives, M&A technology integration, and daily end-user support operations.
• Facilitate communication and status updates among technical teams.
• Track project milestones, risks, dependencies, and resource requirements.
• Minimize business disruption during migration and integration.
• Serve as advocate for end users and ensure customer satisfaction.
• Communicate outage notifications and project updates to stakeholders.
• Conduct regular status meetings with support teams and project stakeholders.
• Identify opportunities to improve service delivery.
• Track and report operational metrics like ticket volumes and SLA performance.
• Develop and maintain operational documentation and procedures.
• Support audit, compliance, and documentation requirements.

Skills

Desktop support

End-user services

Service desk

IT coordination

ITIL

Stakeholder management

Communication

Multitasking

Education

Bachelor's degree in IT, CS, business, or related field

Tools

Active Directory

Windows environments

Microsoft 365

Endpoint management

Job description

Job Title: Onsite End User Services Coordinator Team Lead
Location: Onsite
Employment Type: Full-Time Contract

Contract Duration: Through February

Position Summary

CTG is seeking an experienced and highly organized Onsite End User Services Coordinator Team Lead to oversee and coordinate end-user support operations in a dynamic enterprise environment. This role serves as the central point of coordination for the Desktop Support team, ensuring incoming work is properly prioritized, assigned, tracked, and completed in accordance with service level expectations.

The Onsite End User Services Coordinator will work closely with technical team leads and stakeholders to oversee daily support operations, Active Directory (AD) migration activities, merger and acquisition (M&A) integration efforts, and other end-user technology initiatives. The ideal candidate combines strong operational leadership, customer service excellence, and technical understanding to ensure a seamless support experience for end users.

Key Responsibilities

Service Coordination & Operational Oversight

• Coordinate and manage incoming support requests, incidents, and service requests for the Desktop Support team.
• Prioritize and assign work based on business impact, urgency, resource availability, and service level commitments.
• Monitor ticket queues to ensure timely response and resolution of support issues.
• Act as the primary liaison between end users, support personnel, and IT leadership.
• Escalate critical issues and coordinate resolution across multiple support groups.

Team Leadership & Workflow Management

• Provide day-to-day coordination and oversight of support activities across multiple workstreams.
• Partner with and oversee team leads responsible for:
  • Active Directory (AD) migration initiatives
  • Merger and acquisition (M&A) technology integration activities
  • Daily desktop and end-user support operations
• Facilitate communication, status updates, and issue resolution among technical teams.
• Ensure teams remain aligned on priorities, timelines, and project objectives.

Project & Migration Support

• Coordinate end-user technology activities associated with mergers, acquisitions, divestitures, and organizational changes.
• Support planning and execution of Active Directory migrations, workstation deployments, user account transitions, and related endpoint activities.
• Track project milestones, risks, dependencies, and resource requirements.
• Work with stakeholders to minimize business disruption during migration and integration efforts.

Customer Service & Stakeholder Engagement

• Serve as an advocate for end users by ensuring a high level of customer satisfaction.
• Communicate outage notifications, project updates, and service impacts to business stakeholders.
• Conduct regular status meetings with support teams and project stakeholders.
• Identify opportunities to improve service delivery and user experience.

Reporting & Continuous Improvement

• Track and report key operational metrics, including ticket volumes, SLA performance, support trends, and project status.
• Identify recurring issues and recommend process improvements.
• Develop and maintain operational documentation, procedures, and support standards.
• Support audit, compliance, and documentation requirements related to end-user services.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field; equivalent experience considered.
• 5+ years of experience in desktop support, end-user services, service desk operations, or IT coordination.
• 2+ years of experience leading or coordinating technical teams or support operations.
• Experience coordinating large-scale endpoint deployments, Active Directory migrations, or enterprise technology initiatives.
• Strong understanding of desktop technologies, Microsoft Windows environments, Microsoft 365, Active Directory, and endpoint support processes.
• Experience working within ITIL-based service management environments.
• Excellent organizational, communication, and stakeholder management skills.
• Ability to manage multiple competing priorities in a fast-paced environment.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

The expected base salary for this position ranges from $60.00 to $70.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.