Head of End-User Support & IT Service Desk

Ledgent Technology; Houston (TX); On-site; USD 100,000 - 130,000; Full time

Job summary

Ledgent Technology in Houston, TX seeks an experienced Manager of End User Support to oversee enterprise end-user services across office locations and remote employees. This hands-on leadership role manages service desk, desktop support, endpoint management, ITSM processes, and executive support.

Responsibilities include leading daily operations, mentoring a team, monitoring SLAs, coordinating major incidents, administering Jira Service Management, and managing Intune environments, assets, and

Qualifications

• Bachelor's degree or equivalent experience in IT/related field.
• 7+ years in progressive IT support or service desk roles.
• 3+ years leading technical support teams.
• Expert-level Intune administration and endpoint management.
• Strong Jira Service Management knowledge and reporting.

Responsibilities

• Lead daily IT support operations, ensuring efficient handling of incidents, service requests, escalations, and issue resolution.
• Mentor and supervise end-user support professionals, manage workloads, performance and development plans.
• Monitor service metrics, SLA performance, queues, and customer satisfaction initiatives.
• Coordinate major incident response, root cause analysis, and long-term corrective actions.
• Administer and enhance Jira Service Management workflows, catalogs, automation, reporting, and governance.
• Develop and maintain knowledge bases and self-service resources.
• Manage Microsoft Intune environments, including deployment, compliance, and updates.
• Maintain asset and configuration records through IT asset management platforms.
• Collaborate with HR, Security, and Infrastructure on onboarding/offboarding and enablement.
• Oversee software procurement, vendor relationships, licensing renewals, and contracts.
• Support governance and adoption of AI-enabled workplace technologies.

Skills

Leadership

Stakeholder management

Communication

Executive support

Incident management

SLA/KPI management

Team mentoring

Windows expertise

Education

Bachelor's degree in Information Technology

Tools

Microsoft Intune

Jira Service Management

Microsoft 365

CMDB

Job description

Ledgent Technology in Houston, TX seeks an experienced Manager of End User Support to oversee enterprise end-user services across office locations and remote employees. This hands-on leadership role manages service desk, desktop support, endpoint management, ITSM processes, and executive support.

Responsibilities include leading daily operations, mentoring a team, monitoring SLAs, coordinating major incidents, administering Jira Service Management, and managing Intune environments, assets, and