End User Services Manager

About The Tepa Companies

The Tepa Companies deliver comprehensive and sustainable solutions to federal, state, local, and private-sector clients throughout the United States. The tribally owned companies work independently and collaboratively to provide wide-ranging construction, engineering, environmental, industrial, staffing, and technology services.

About The Job

The Tepa Companies are seeking an End User Services Manager to lead the delivery of end-user technology services across the organization, ensuring employees receive professional, responsive, secure, and reliable support throughout the technology lifecycle.

• Leads daily operations of the End User Services team, including Service Desk, walk-up support, and IT Asset Management.
• Owns the end-user technology lifecycle, including onboarding, device deployment, software fulfillment, moves/adds/changes, refresh, recovery, and secure disposal.
• Establishes and monitors service KPIs, customer satisfaction metrics, SLAs/SLOs, backlog health, and technician productivity.
• Owns hardware asset inventory accuracy, lifecycle planning, warranty management, procurement coordination, and CMDB integrity.
• Develops repeatable operational processes, standard operating procedures, and knowledge management practices.
• PARTNERS WITH INFRASTRUCTURE ON ENDPOINT ENGINEERING (INTUNE, AUTOPILIOT, IMAGING, AUTOMATION) WHILE OWNING OPERATIONAL EXECUTION.
• COORDINATES ONBOARDING AND OFFBOARDING WITH HR AND SECURITY TO ENSURE TIMELY PROVISIONING AND RECOVERY OF ASSETS AND ACCESS.
• DRIVES CONTINUOUS IMPROVEMENT THROUGH AUTOMATION, SELF-SERVICE, AND PROCESS OPTIMIZATION.
• LEADS, COACHES, AND DEVELOPS END USER SERVICES STAFF WHILE FOSTERING PROFESSIONALISM, ACCOUNTABILITY, AND CUSTOMER FOCUS.
• PROVIDES OPERATIONAL REPORTING AND SERVICE HEALTH UPDATES TO IT LEADERSHIP.

Qualifications

• Bachelor's degree or equivalent experience.
• 7+ years of progressive IT support or end-user services experience.
• 2+ years of leadership or supervisory experience.
• Experience with enterprise ITSM platforms and IT Asset Management.
• Strong customer service, communication, organizational, and analytical skills.
• Ability to obtain and retain high customer satisfaction scores.
• Ability to consistently achieve service objectives.
• Ability to accurately manage asset inventory and lifecycle records.
• Ability to efficiently onboard and offboard team members and staff.
• Ability to reduce service request backlog and improve response times.
• Ability to create and maintain operational dashboards supporting data-driven decisions.
• Ability to lead improved knowledge reuse and automation adoption.