End User Support Lead — Deskside & Executive Support

Addison Group; Austin (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Addison Group is seeking an End User Support Supervisor in Austin, TX to lead a multi-office Deskside Support team and ensure exceptional IT service delivery. This role combines people leadership with hands-on technical support and acts as the primary escalation point for complex issues.

You will oversee hiring, onboarding, coaching, PTO, timesheets, and performance reviews, while driving service level adherence, knowledge management, and process improvements across the organization.

Qualifications

• 5+ years in End User Support or Deskside Support.
• 2+ years direct people management responsibility.
• Hiring, coaching, and employee development experience.
• Strong customer service orientation and executive support.
• Advanced knowledge of Windows 11 and Microsoft 365.
• Experience with Intune, SCCM, or Jamf.
• Familiarity with ITIL practices and service management.
• Experience with ticketing systems like ConnectWise or ServiceNow.
• Networking basics: TCP/IP, DNS, DHCP, wireless.
• Strong organizational and leadership skills.

Responsibilities

• Directly supervise a team of Deskside Support Technicians across multiple office locations.
• Conduct annual performance reviews and ongoing discussions.
• Manage hiring, onboarding, coaching, development, and approvals.
• Approve PTO requests, schedules, and timesheets.
• Monitor ticket queues, SLAs, and KPIs.
• Act as primary escalation point for complex issues.
• Collaborate with Infrastructure, Security, and Applications teams.
• Identify trends and opportunities for process improvement.
• Support office expansions, relocations, and technology rollouts.
• Ensure documentation and knowledge base remain current.

Skills

People management

Leadership

Customer service

Communication

Project coordination

Tools

Intune

SCCM

Jamf

ConnectWise

ServiceNow

Job description

Addison Group is seeking an End User Support Supervisor in Austin, TX to lead a multi-office Deskside Support team and ensure exceptional IT service delivery. This role combines people leadership with hands-on technical support and acts as the primary escalation point for complex issues.

You will oversee hiring, onboarding, coaching, PTO, timesheets, and performance reviews, while driving service level adherence, knowledge management, and process improvements across the organization.