IT Manager of End User Systems & Support

Job Description

• Lead continuous improvement of end-user support services, service desk processes, and overall technology experience across the organization.
• Help shape roadmaps for end-user systems, support workflows, meeting room technology, and service enhancements.
• Maintain service performance, customer satisfaction, and operational trends; implement improvements where needed.
• Ensure standards, procedures, and support practices are in place to deliver consistent, high-quality service.
• Lead, coach, and develop the IT Service Desk team to provide responsive, professional, and effective support.
• Assign and prioritize work based on business needs, ticket volume, project demands, and staff capacity.
• Lead or support approved projects related to end-user systems, hardware refreshes, software deployments, support tools, and service transitions.
• Cover internal staff and third-party providers to ensure projects and operational initiatives are delivered successfully.
• Oversee day-to-day end-user support operations, including desktop support, service desk issues, VIP support, and meeting room technology readiness.
• Serve as an escalation point for complex end-user issues involving endpoints, collaboration tools, access, conferencing, and related technologies.
• Partner with infrastructure, security, networking, and application teams to resolve issues that extend beyond typical help desk support.
• Analyze recurring incidents and service trends to strengthen documentation, improve processes, and reduce repeat issues.
• Manage procurement, deployment, support, and inventory of end-user hardware, peripherals, software, and related technology resources.
• Evaluate vendor and service provider performance and support ongoing issue resolution and service quality management.
• Support the readiness and effective use of conferencing, videoconferencing, and audiovisual technologies across the company.
• Ensure support activities align with company policies, security expectations, and operational requirements.

Leadership Skills Required

• Proactive, collaborative, and a leader with an entrepreneurial spirit and vision.
• Understands the nuances of working in a family-owned organization.
• Ability to interact with all levels of the organization along with the self-awareness to both provide and accept feedback.
• Strong and effective communicator.
• Trusted advisor with confidence and willingness to challenge in an appropriate and respectful manner.

Direct Reporting Positions

• IT Service Desk Technician (2 Direct Reports)

Education and Experience

• Bachelor’s degree in Business, Information Systems, or a related discipline; equivalent experience may be considered.
• 7+ years of progressive experience in IT support, end-user computing, service delivery, or related technical operations, including experience leading support staff or technical teams.
• Strong knowledge of end-user hardware, endpoint security, collaboration technologies, support processes, and networking fundamentals in a multi-location environment.
• Ability to understand complex technical issues, guide escalation, and communicate practical solutions to users and stakeholders; relevant IT certifications are a plus.