Manager IT Ops and End User Support

Job Description

Our client is seeking a hands-on Manager, IT Operations & End User Support to lead end-user support operations while remaining actively involved in technical troubleshooting and service delivery. This individual will oversee the IT support team, optimize ticket management processes, support identity and endpoint management, and ensure exceptional technology experiences for internal business users across multiple office locations.

Day-to-Day Responsibilities

• Manage and optimize the Zendesk ticketing platform, ensuring ticket queues are actively triaged and resolved.
• Serve as the Tier 2 escalation point for complex technical issues.
• Lead and mentor a growing end-user support team while remaining hands-on technically.
• Administer Microsoft 365, Azure, Intune, and Okta environments.
• Manage user provisioning, permissions, and identity access management.
• Support Windows and macOS environments across multiple office locations.
• Troubleshoot hardware, software, networking, and endpoint issues.
• Develop and enforce endpoint management policies through Intune.
• Support internal business users including executive leadership, finance, legal, accounting, and investment teams.
• Partner with infrastructure and security teams to improve operational efficiency.
• Drive continuous improvements to IT service delivery and user satisfaction.

Minimum Requirements

• 6-8 years of IT support or IT operations experience.
• 1-2 years of people management experience while remaining hands-on technically.
• Experience managing enterprise end-user support for 200 users.
• Experience supporting multiple office locations (national or global).
• Strong experience with: Zendesk, Microsoft 365, Azure, Intune, Okta / Identity & Access Management.
• Experience supporting both Windows and macOS environments.
• Basic networking troubleshooting experience.
• Strong organizational and prioritization skills.
• Excellent communication and customer service abilities.

Preferred Qualifications

• Private Equity or Venture Capital industry experience.
• Law firm IT support experience.
• ITIL certification or ITIL service management experience.
• CrowdStrike administration/support.
• IT infrastructure support experience.
• Strong networking background.
• Experience supporting AI platforms or AI-focused users (e.g., Claude, ChatGPT, Microsoft Copilot).
• Computer Science degree.