Manager of End User Services - 11187

aivana; Pennsylvania; On-site; USD 110,000 - 140,000; Full time

Job summary

aivana seeks an experienced End User Services Manager to lead a small but growing team responsible for end-user computing and collaboration technologies across a distributed environment. The role emphasizes Microsoft 365 administration and security, with a focus on delivering a proactive, high-quality employee digital experience.

The role involves guiding Tier 1 and Tier 2 support, transforming the helpdesk into a proactive service desk, and presenting IT strategy to executives.

Qualifications

• Bachelor's degree in Information Systems or Computer Science or equivalent experience (7+ years).
• Minimum 3 years of managerial experience leading IT support or end-user computing teams.
• Strong technical expertise in Microsoft 365 administration and security.
• Demonstrated success managing Tier 1 and Tier 2 IT support functions.
• Experience with ITIL frameworks and process improvement.
• Excellent communication, leadership, and presentation skills to executives.
• Hands-on capability with service desk operations (10-15%) and collaboration with IT teams (30-40%).

Responsibilities

• Lead and mentor the End User Services team, ensuring delivery of IT support and collaboration solutions.
• Oversee day-to-day Tier 1 and Tier 2 service desk operations, ensuring SLA compliance and escalation management.
• Drive transformation from a traditional helpdesk to a proactive service desk model.
• Manage and optimize Microsoft 365 environment (Teams, SharePoint, Exchange, Entra, Endpoint Manager, Power Automate).
• Oversee deployment and maintenance of end-user technology (desktops, laptops, printers, conference room systems).
• Monitor and improve digital user experience through analytics, KPIs, and user feedback.
• Present to executive leadership on IT strategy, performance, and initiatives.
• Collaborate cross-functionally to align IT services and enhance the digital workplace.

Skills

Microsoft 365 administration

Security

End User Computing

Service Desk Leadership

Executive presentation

Education

Bachelor's degree in Information Systems or Computer Science

Tools

Teams

SharePoint

Exchange

Entra

Endpoint Manager

Power Automate

Job description

About the job Manager of End User Services - 11187

About the Role

One of our clients is seeking an experienced and strategic End User Services Manager to lead their end-user computing and collaboration technologies across a distributed corporate environment. This role is ideal for an IT leader who thrives in fast-paced settings, has a strong command of Microsoft 365 administration and security, and is passionate about optimizing the employee digital experience.

The selected candidate will manage a team of two (and growing), oversee Tier 1 and Tier 2 support operations, and play a pivotal role in evolving processes into a unified, proactive service model.

Key Responsibilities

Lead and mentor the End User Services team, ensuring excellent delivery of IT support and collaboration solutions.

Oversee day-to-day Tier 1 and Tier 2 service desk operations, ensuring SLA compliance and efficient escalation management.

Drive transformation from a traditional helpdesk to a proactive service desk model.

Manage and optimize Microsoft 365 environment (Teams, SharePoint, Exchange, Entra, Endpoint Manager, Power Automate).

Oversee deployment and maintenance of end-user technology (desktops, laptops, printers, conference room systems).

Monitor and improve digital user experience through analytics, KPIs, and user feedback.

Present to large and small groups, including executive leadership, on IT strategy, performance, and initiatives.

Collaborate cross-functionally to align IT services and enhance the digital workplace.

Qualifications

Bachelors degree in Information Systems, Computer Science, or a related field, or equivalent experience (7+ years).

Minimum 3 years of managerial experience leading IT support or end-user computing teams.

Strong technical expertise in Microsoft 365 administration and security.

Demonstrated success managing Tier 1 and Tier 2 IT support functions.

Experience with ITIL frameworks and process improvement.

Excellent communication, leadership, and presentation skills must be comfortable presenting to executives.

Hands-on capability with service desk operations (10-15%) and collaboration with IT teams (30-40%).

Preferred Experience

Background in office moves or technology infrastructure setup for new facilities.

Proven track record of transforming support models and improving end-user engagement.

Experience in enterprise, manufacturing, logistics, or consulting environments.

Why Join?

This is an opportunity to make a lasting impact by modernizing digital workplace operations and leading a talented IT support team. Youll play a central role in shaping the organizations employee experience through technology innovation and collaboration.