End User Services Manager - Lead & Elevate IT Support

AmTrust Financial Services Inc.; Cleveland (OH); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

Health Care Flexible Spending

Dependent Care

401k Savings Plans

Paid Time Off

Job summary

AmTrust Financial Services is seeking a Manager to lead End User Services across the United States, accountable for day-to-day support delivery, service quality, staffing coverage, escalations, and the end-user experience across assigned U.S. locations and remote user populations.

The ideal candidate is a hands-on operational leader with strong technical background, people leadership skills, and the ability to balance process discipline with practical urgency when users or business operations

Qualifications

• 5-7 years in end-user support or related IT functions.
• 2-3 years leading IT support staff in a team lead/supervisor capacity.
• Strong working knowledge of Windows, Microsoft 365, Teams, Outlook, OneDrive.

Responsibilities

• Lead U.S. End User Services daily operations across locations and time zones.
• Coach and develop Senior EUS Analysts and support resources.
• Ensure coverage and staffing across U.S. locations and remote users.

Skills

End User Support

Leadership

ITIL Foundation

Windows OS

Microsoft 365

Network basics

Education

Bachelor degree

Tools

ServiceNow

Jira Service Management

Halo

Azure AD

Job description

AmTrust Financial Services is seeking a Manager to lead End User Services across the United States, accountable for day-to-day support delivery, service quality, staffing coverage, escalations, and the end-user experience across assigned U.S. locations and remote user populations.

The ideal candidate is a hands-on operational leader with strong technical background, people leadership skills, and the ability to balance process discipline with practical urgency when users or business operations