End User Services Manager - Lead US IT Support

AmTrust Financial Services, Inc.; Cleveland (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

401k Savings Plans

Paid Time Off

Job summary

AmTrust Financial Services is seeking a Manager to lead End User Services operations across the United States, including remote users. You will guide a team of EUS Analysts, ensure high-quality incident handling, and coordinate with IT for resilient end-user support.

The role requires hands-on leadership, strong technical background, and excellent communication to balance process discipline with urgency in business-impacting situations.

Qualifications

• Experience leading end-user support teams and services.
• Strong knowledge of Windows, Microsoft 365, and endpoint tools.
• Familiarity with ITSM processes and incident management.

Responsibilities

• Lead US End User Services daily operations and ensure timely support.
• Coach and develop EUS Analysts and support resources.
• Ensure coverage across time zones and locations.
• Monitor SLA performance, queues, and user feedback for improvements.
• Collaborate with cross-functional teams to resolve complex issues.
• Promote security, access control, and IT policy compliance.

Skills

Leadership

Communication

Problem Solving

Analytical Thinking

Team Development

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Halo

Jira Service Management

Active Directory

Azure AD

MFA

VPN

Intune

SCCM

Job description

AmTrust Financial Services is seeking a Manager to lead End User Services operations across the United States, including remote users. You will guide a team of EUS Analysts, ensure high-quality incident handling, and coordinate with IT for resilient end-user support.

The role requires hands-on leadership, strong technical background, and excellent communication to balance process discipline with urgency in business-impacting situations.