Senior End-User Support & Adoption Lead

C010 Cherry Bekaert Advisory LLC; United States; On-site; USD 60,000 - 88,000; Full time

Job summary

Cherry Bekaert Advisory LLC seeks an experienced End User Support Senior Specialist to provide advanced technical support and drive technology adoption across the firm. You will serve as a trusted resource for professionals and leaders, resolving complex challenges while shaping support processes and training programs.

You will resolve complex issues across Microsoft 365, Windows, IAM, VPNs, endpoints and business apps, lead high-impact incidents with clear communication, mentor teammates,

Qualifications

• 5+ years of progressive experience in advanced end-user support.
• Strong knowledge of Microsoft 365, Windows, IAM, VPN, networking, endpoints and business apps.
• Experience resolving complex technical issues, managing escalations and supporting incident response.
• Proficiency with IT service management and ticketing platforms, including JIRA.
• Experience with service levels, root-cause analysis and process improvement.
• Excellent customer service and stakeholder management, including senior leaders.
• Ability to develop training materials, knowledge resources and adoption programs.
• Strong writing, presentation, instructional design and change management skills.
• Ability to lead projects, coordinate multiple stakeholders and mentor colleagues.
• Willingness to travel to US offices for onsite support as needed.

Responsibilities

• Resolve complex issues across M365, Windows, identity & access management, VPNs, endpoints and business apps.
• Lead support for critical/high-impact incidents with timely resolution and clear communication.
• Analyze recurring issues, identify root causes and implement improvements to reduce repeats.
• Coordinate escalations with infrastructure, security, application and vendor teams.
• Provide guidance and mentorship to the support team and promote best practices.
• Develop and deliver end-user training, onboarding and adoption initiatives.
• Create and maintain knowledge articles, documentation and self-service resources.
• Collaborate with IT and business leaders to improve readiness and technology utilization.
• Support major initiatives such as mergers, acquisitions and office transitions.
• Travel to US office locations to provide advanced onsite support and training.

Skills

Microsoft 365

Windows

Identity & Access Management

VPN technologies

Troubleshooting

Customer service

Incident response

ITSM & ticketing

Education

High school diploma

Tools

JIRA

Job description

Cherry Bekaert Advisory LLC seeks an experienced End User Support Senior Specialist to provide advanced technical support and drive technology adoption across the firm. You will serve as a trusted resource for professionals and leaders, resolving complex challenges while shaping support processes and training programs.

You will resolve complex issues across Microsoft 365, Windows, IAM, VPNs, endpoints and business apps, lead high-impact incidents with clear communication, mentor teammates,