End User Services Manager

NPAworldwide; City of Watertown (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) matching

Medical insurance

Dental insurance

Vision insurance

Dependent care FSA

On-site cafe

Fitness center

Family fitness memberships

Weekly dependent care reimbursement

Job summary

NPAworldwide in Watertown, NY is seeking an End User Services Manager to lead the delivery and improvement of end user technology and support operations on-site. This on-site leadership role balances hands-on technical oversight with people management, service management, and vendor coordination to enhance employee productivity.

You will oversee Help Desk, Microsoft 365 administration, endpoint lifecycle, and telecom, mentor IT staff, drive service quality, and align tech initiatives with

Qualifications

• 5+ years IT experience supporting end user technologies.
• Experience supervising, managing, or leading IT staff preferred.
• Strong MS 365 administration skills including Exchange Online, SharePoint, Teams and OneDrive.
• Experience overseeing Help Desk operations and end user support services.
• Ability to evaluate technology needs and implement practical solutions.

Responsibilities

• Oversee daily Help Desk operations and set service priorities.
• Manage full lifecycle of end user hardware and software.
• Administer and improve Microsoft 365 services and applications.
• Oversee telephone systems and coordinate telecom service delivery.
• Plan and implement projects involving end user technologies.
• Evaluate workflows and recommend productivity improvements.
• Develop and maintain technology standards and documentation.
• Mentor IT staff and ensure consistent service delivery.
• Collaborate with IT leadership and vendors on initiatives.
• Participate in after-hours on-call support as needed.

Skills

Team leadership

Service management

Process improvement

Communication

Mentorship

Vendor coordination

IT operations

Problem solving

Tools

Microsoft 365

Exchange Online

SharePoint

Teams

OneDrive

Endpoint management tools

Job description

Job Description

About the Role

A well-established organization in the healthcare and community services sector is seeking an End User Services Manager to lead the delivery, administration, and continuous improvement of its end user technology and support operations.

This is an on-site leadership opportunity for an IT professional who enjoys balancing hands‑on technical oversight with team leadership, service management, and process improvement. The role oversees Help Desk operations, Microsoft 365 administration, endpoint lifecycle management, telecommunications, and the overall employee technology experience.

The successful candidate will help ensure technology services remain reliable, secure, and aligned with organizational needs. Working collaboratively with IT leadership and technical staff, the IT Manager will establish service priorities, guide technology initiatives, improve support processes, and identify opportunities to enhance employee productivity through practical technology solutions.

Work Arrangement

On-site, with participation in after-hours on-call support as needed.

Key Responsibilities

• Oversee daily Help Desk operations, establish service priorities, monitor support quality, and ensure user requests are resolved promptly and effectively.
• Manage the full lifecycle of end user hardware and software, including technology standards, procurement planning, deployment, maintenance, and equipment replacement.
• Administer and improve Microsoft 365 services, including Exchange Online, SharePoint, Teams, OneDrive, and Microsoft Office applications.
• Oversee organizational telephone systems and coordinate service delivery, troubleshooting, and ongoing needs with telecommunications providers and technology vendors.
• Plan, coordinate, and implement projects involving end user technologies, support services, and workplace productivity tools.
• Evaluate business workflows and recommend technology solutions that streamline processes, improve operational efficiency, and enhance the employee experience.
• Develop and maintain technology standards, operating procedures, support processes, and technical documentation.
• Provide technical guidance, training, and mentorship to IT team members while supporting consistent service delivery and professional development.
• Collaborate with other IT leaders to coordinate services, address operational priorities, and advance broader technology initiatives.
• Participate in after-hours on-call support as needed to maintain reliable technology services.

Qualifications

• No specific education requirement was provided.
• Five or more years of IT experience supporting and administering end user technologies.
• Previous experience supervising, managing, or leading IT staff is preferred.
• Experience overseeing Help Desk operations, end user support services, or technology initiatives would be beneficial.
• Strong working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, Teams, OneDrive, and related services.
• Experience supporting end user hardware, software, and endpoint lifecycle management.
• Familiarity with telecommunications systems, technology vendors, and end user service delivery.
• Ability to evaluate technology needs and recommend practical solutions that support business operations and employee productivity.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to individuals with varying levels of technical expertise.
• Strong organizational, problem-solving, and prioritization skills.
• Ability to guide technical staff, provide mentorship, and coordinate competing service demands.
• Collaborative approach to working with IT leadership, technical teams, vendors, and organizational stakeholders.
• Focus on customer service, continuous improvement, and reliable technology delivery.

Why Is This a Great Opportunity

Why Join Us?

• Leadership opportunity: Help shape end user services, support operations, and the employee technology experience.
• Competitive compensation: Annual salary range of $90,000$120,000, depending on experience.
• Retirement benefits: Eligibility for a 401(k) savings plan with employer matching beginning immediately.
• Comprehensive benefits: Medical, dental, and vision insurance, along with health and dependent care flexible spending accounts.
• Additional perks: Weekly dependent care reimbursement, access to an on-site caf and fitness center, and complimentary family fitness memberships.
• Opportunity to make an impact: Improve technology service delivery, strengthen support processes, and help employees work more efficiently.
• Salary Type : Annual Salary
• Salary Min : $ 90000
• Salary Max : $ 120000
• Currency Type : USD