Hybrid End User Services Manager - Microsoft 365 Leader

TruSummit Solutions; Atlanta (GA); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Remote/Telecommute option

Travel up to 20%

Job summary

TruSummit Solutions is hiring an End User Services Manager to lead our IT support organization and elevate the employee technology experience. You will oversee a team, drive service delivery, and partner with Security, Infrastructure, and HR to enable productive work across Microsoft 365, SharePoint, Jira, and custom systems.

You will coach a high-performing team, manage SLAs and metrics, and champion automation and knowledge management to improve end-user satisfaction.

Qualifications

• 5+ years leading enterprise IT Service Desk or End User Services.
• 3+ years direct people leadership experience.
• Strong experience with Microsoft 365 ecosystem and enterprise apps.
• Proficient in ITSM platforms (Jira, ServiceNow, Zendesk).
• Knowledge of ITIL v4 principles and CSAT improvement.
• Ability to drive automation and knowledge management.

Responsibilities

• Lead a high-performing End User Services team and coach for growth.
• Oversee ticket management, SLAs, escalation procedures, and standards.
• Manage Tier 1 support across M365, SharePoint, Jira, and enterprise apps.
• Own onboarding experiences and coordinate with HR/IT for prep.
• Develop dashboards for tickets, SLA, backlog, and KPIs.
• Drive continuous improvement, automation, and knowledge base docs.
• Collaborate with Infrastructure, Security, App Development, HR.

Skills

People leadership

Customer service

ITIL knowledge

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's in Information Technology

Tools

Jira Service Management

ServiceNow

Freshservice

Zendesk

Microsoft 365

SharePoint Online

Azure AD

Job description

TruSummit Solutions is hiring an End User Services Manager to lead our IT support organization and elevate the employee technology experience. You will oversee a team, drive service delivery, and partner with Security, Infrastructure, and HR to enable productive work across Microsoft 365, SharePoint, Jira, and custom systems.

You will coach a high-performing team, manage SLAs and metrics, and champion automation and knowledge management to improve end-user satisfaction.