Manager, End User Engineering & Support

Roadrunner Transportation Systems Inc; Downers Grove (IL); Hybrid; USD 124,000 - 166,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Growth opportunities

Job summary

Roadrunner Transportation Systems Inc. seeks a senior leader to head End User Engineering & Support in Downers Grove, IL. You will lead a technical team, define standards, and scale endpoint environments across distributed locations.

The role emphasizes proactive problem solving, automation, and executive support capabilities to ensure secure, reliable technology for employees. You will own onboarding/offboarding, asset lifecycle, and the end-user experience, aligning service levels with

Qualifications

• 7+ years of progressive experience in End User Computing, End User Engineering, IT Support, Desktop Engineering, or related technology function.
• 3+ years of experience leading or managing technical teams.
• Demonstrated expertise supporting enterprise endpoint environments and geographically distributed users.

Responsibilities

• Lead end-user technology operations, coaching the End User Engineering and Support team with measurable service standards.
• Engineer scalable endpoint environment with standardized builds, deployment methods, and policy enforcement.
• Strengthen Microsoft 365 and identity services, automate repetitive tasks, and maintain clear operating standards.
• Transform the end-user support experience from first contact to resolution with strong escalation procedures.
• Own employee lifecycle and asset management, including onboarding, offboarding, and asset lifecycle records.
• Drive automation and operational improvements, implementing durable processes and AI-assisted capabilities.
• Manage end-user technology vendors, assessments, renewals, and cost optimization while balancing risk and value.

Skills

End User Computing

End User Engineering

IT Support

Desktop Engineering

Microsoft 365

Endpoint management

ITSM

Tools

Microsoft Intune

Entra ID

Windows Autopilot

Azure Virtual Desktop

Microsoft 365

ServiceNow

End-user security tooling

Job description

Roadrunner’s end-user technology environment directly affects how employees communicate, collaborate, serve customers, and execute across a distributed operating network. The Manager, End User Engineering & Support owns that experience, from endpoint engineering and Microsoft 365 services to service desk performance, employee lifecycle support, asset management, and executive technology needs. This role is designed for a technology leader who goes beyond managing tickets. You will identify systemic issues, eliminate recurring failure points, strengthen service discipline, and build the standards and automation required to scale. You will lead a technical team while remaining close enough to the work to guide complex escalations and make informed engineering decisions. Success means employees receive secure, reliable, and well-managed technology; leaders have confidence in IT support; recurring issues are resolved at the source; and the organization operates through measurable, documented, and increasingly automated processes.# **What you’ll do** ## **1. Lead end-user technology operations*** Lead, coach, and develop the End User Engineering and Support team, establishing clear expectations, ownership, and measurable service standards.* Provide hands-on technical leadership, escalation support, and decision-making for high-impact incidents and complex end-user issues.* Align staffing, workload distribution, cross-training, and coverage with business priorities and service demands.* Use operational metrics to evaluate performance, identify constraints, and improve service quality.* Build a culture defined by responsiveness, technical discipline, accountability, and continuous improvement. ## **2. Engineer a scalable endpoint environment*** Own the engineering, configuration, deployment, and lifecycle management of laptops, desktops, mobile devices, peripherals, and related end-user technology.* Establish and maintain standardized workstation builds, endpoint configurations, policies, and deployment methods.* Direct software packaging, application deployment, patching, device compliance, and endpoint configuration management.* Expand zero-touch deployment, self-service, and automated remediation capabilities wherever practical.* Partner with Security to ensure endpoints meet vulnerability-management, compliance, access-control, and security requirements. ## **3. Strengthen Microsoft 365 and identity services*** Provide operational ownership for end-user Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and related technologies.* Oversee end-user identity, access, licensing, and device services in coordination with Infrastructure, Cloud, Network, Applications, and Security.* Improve the adoption, reliability, and effective use of Microsoft technologies across the organization.* Automate repetitive administrative and support activities to reduce manual effort and improve consistency.* Maintain clear operating standards, documentation, and escalation paths for critical end-user services. ## **4. Transform the support experience*** Own the end-user support experience from initial contact through resolution, including service desk operations and executive/VIP support.* Ensure incidents and requests are prioritized according to business impact and resolved within established service expectations.* Improve ticket quality, escalation procedures, user communication, technical documentation, and knowledge management.* Analyze incident patterns and service trends to eliminate root causes rather than repeatedly treating symptoms.* Expand self-service and knowledge-base capabilities while maintaining consistent support across corporate and distributed Roadrunner locations. ## **5. Optimize employee lifecycle and asset management*** Own technology onboarding and offboarding in partnership with Human Capital and other IT teams.* Ensure employees receive properly configured equipment, access, and support at the appropriate point in the employee lifecycle.* Maintain accurate hardware, software, licensing, inventory, and asset lifecycle records.* Establish standards for technology procurement, deployment, replacement, recovery, and secure disposal.* Improve onboarding and offboarding through process integration, automation, and clear accountability. ## **6. Drive automation and operational improvement*** Build durable processes and operating standards rather than relying on individual knowledge or manual intervention.* Identify repetitive, high-volume, or error-prone activities and implement automation where it improves speed, quality, or control.* Use service metrics and operational data to improve response times, user satisfaction, reliability, and team capacity.* Maintain procedures, technical standards, support documentation, and knowledge articles that enable consistent execution.* Evaluate emerging technologies, including AI-enabled support and automation capabilities, based on measurable business value. ## **7. Manage vendors, technology investments, and cost*** Manage end-user technology vendors, service providers, and support partners against defined deliverables and service expectations.* Hold partners accountable for responsiveness, issue resolution, and contractual performance.* Participate in product evaluations, renewals, licensing decisions, and technology purchasing.* Identify opportunities to consolidate tools, reduce unnecessary cost, and improve value without compromising service or security.* Provide clear recommendations that balance employee experience, risk, scalability, and financial impact. # **What you bring*** 7+ years of progressive experience in End User Computing, End User Engineering, IT Support, Desktop Engineering, or a related technology function.* 3+ years of experience leading or managing technical teams.* Demonstrated expertise supporting enterprise endpoint environments and geographically distributed users.* Strong knowledge of Microsoft 365, modern endpoint management, and end-user identity and access services.* Experience with endpoint provisioning, software packaging and deployment, patching, device compliance, lifecycle management, and endpoint security.* Experience managing ITSM and service desk practices across incident, request, problem, and change management.* Strong troubleshooting, root-cause analysis, and technical escalation capabilities.* Experience establishing measurable service standards and using operational data to improve performance.* Strong executive communication skills and the ability to work effectively with technical teams, business leaders, vendors, and end users.* Ability to manage competing priorities in a fast-moving environment while maintaining ownership of outcomes.**Preferred qualifications:*** Experience with Microsoft Intune, Entra ID, Windows Autopilot, Azure Virtual Desktop, and related Microsoft technologies.* Experience with ServiceNow or a comparable enterprise ITSM platform.* Experience supporting organizations with multiple offices, service centers, or operating locations.* Experience implementing automation, self-service, zero-touch deployment, or AI-assisted support capabilities.* Experience with enterprise technology asset management and software licensing.* Microsoft, ITIL, or other relevant technical certifications.* Experience supporting transportation, logistics, or another operationally complex and geographically distributed business.# **How you operate****We are looking for someone who:*** Owns problems through resolution rather than simply escalating them.* Is comfortable being both a people leader and a technical leader.* Looks for root causes instead of repeatedly fixing the same issue.* Builds standards and processes rather than relying on tribal knowledge.* Automates repetitive work wherever possible.* Communicates proactively instead of waiting to be asked for an update.* Holds both internal teams and vendors accountable.* Understands that end-user support is ultimately about enabling employees to do their jobs effectively.* Has a practical, get-it-done approach and knows when to personally step in.# **Compensation & Setup*** **Compensation:** $145,000 annual base salary* **Location:** Onsite | Downers Grove, IL* **Benefits:** Competitive benefits package including medical, dental, and vision insurance, 401(k), paid time off, and growth opportunities.