Manager of End User Support

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

Manager of End User Support (JN -092026-430011) Houston, Texas

Salary: USD100000 - USD130000 per year

Title: Manager, End User Support

Duration: Direct Hire

Location: Onsite, Houston, TX (4 days per week)

Salary Range: Competitive, DOE up to 130k

No C2C or 3rd Party Vendors at this time.

Summary

Seeking an experienced IT support leader to oversee enterprise end‑user services across multiple office locations and remote employees. This hands‑on leadership position is responsible for managing service desk operations, desktop support, endpoint management, IT service management processes, and executive‑level support. The ideal candidate will balance team leadership with direct technical involvement, driving service excellence, operational efficiency, and continuous improvement initiatives while partnering with infrastructure, security, and business stakeholders.

Responsibilities

• Lead daily IT support operations, ensuring efficient handling of incidents, service requests, escalations, and issue resolution.
• Supervise and mentor a team of end‑user support professionals while managing workloads, performance, and development plans.
• Monitor service metrics, ticket queues, SLA performance, backlog management, and customer satisfaction initiatives.
• Coordinate major incident response efforts, root cause analysis, and long‑term corrective actions.
• Administer and enhance Jira Service Management, including workflows, service catalogs, automations, reporting, and governance.
• Develop and maintain knowledge bases, support documentation, and user self‑service resources.
• Manage Microsoft Intune environments, including endpoint provisioning, compliance policies, software deployments, updates, and device lifecycle processes.
• Maintain accurate asset and configuration records through IT asset management platforms.
• Collaborate with HR, Security, and Infrastructure teams on onboarding, offboarding, and employee technology enablement.
• Oversee software procurement activities, vendor relationships, licensing renewals, and technology support contracts.
• Support governance and adoption of approved AI‑enabled workplace technologies and end‑user best practices.
• Conduct regular service reviews with business stakeholders and provide leadership reporting on support performance and improvement opportunities.
• Deliver white‑glove support for executive leadership and critical business users, including occasional after‑hours support for high‑priority issues.

Skills

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• 7+ years of progressive IT support, desktop support, or service desk experience.
• 3+ years leading technical support teams in a supervisory or management capacity.
• Expert‑level administration of Microsoft Intune, including device management, policy enforcement, application deployment, and endpoint compliance.
• Strong experience with Jira Service Management, including workflow design, SLAs, automation, portals, and reporting.
• Experience managing IT asset inventories, CMDB environments, and technology lifecycle processes.
• Advanced knowledge of Windows operating systems and Microsoft 365 technologies.
• Strong understanding of ITSM methodologies and service delivery best practices.
• Experience defining and managing KPIs, SLAs, customer satisfaction metrics, and operational reporting.
• Proven ability to work effectively with distributed teams, offshore support resources, and multi‑location environments.
• Excellent leadership, communication, troubleshooting, and stakeholder management skills.
• Experience supporting hybrid workforces and geographically dispersed organizations is highly preferred.
• ITIL, Microsoft Endpoint Administrator, HDI, Atlassian, or similar certifications are a plus.
• Familiarity with enterprise collaboration tools, meeting room technologies, and AI‑powered workplace solutions preferred.

Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.