IT End User Services Manager
About The Position
The IT End User Services Manager is responsible for overseeing the daily operations of the IT End User Services team, ensuring the efficient and effective delivery of IT support and digital workplace solutions to meet the needs of the organization. This role involves managing IT support staff, driving ITIL-based service management practices, and implementing policies and procedures that enhance the end user experience. The IT End User Services Manager will report to the IT Director and act as their backup when necessary. Employment at Will: Nothing herein is intended to create a contract of employment or to guarantee employment for a definite duration.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience as an IT End User Services Manager, Service Desk Manager, or similar role.
- Strong knowledge of ITIL best practices and TeamDynamix or similar IT Service Management (ITSM) tools.
- Experience managing help desk/service desk operations and digital workplace solutions.
- Excellent problem-solving and analytical skills.
- Strong communication and leadership abilities.
- Ability to manage and prioritize multiple tasks and projects.
- Strong understanding of user support protocols and service improvement strategies.
- Ability to work collaboratively with other departments and stakeholders.
- Up-to-date with the latest technology trends and best practices in end user services.
Responsibilities
- Oversee the daily operations of the IT End User Services team.
- Manage IT support staff, including IT Support Technicians and IT Support Engineers.
- Ensure the service desk provides timely and effective support to end users.
- Implement and enforce ITIL-based service management processes and best practices.
- Drive adoption and optimization of digital workplace solutions (e.g., collaboration tools, endpoint management, self-service portals).
- Monitor service performance and user satisfaction, ensuring high-quality support and continuous improvement.
- Develop and implement user support protocols, knowledge bases, and self-service resources.
- Coordinate with other departments to understand and meet their end-user IT needs.
- Provide technical guidance and support to the IT End User Services team.
- Report to the IT Director and act as their backup when needed.
- Stay updated with the latest trends in end user computing, digital workplace, and IT service management.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
