IT End User Support Manager

We are seeking an experienced IT End User Support Manager to lead and oversee on-site technical support operations for end-user hardware, software, and workplace technologies. This role is responsible for managing a team of support technicians while ensuring high-quality service delivery across end-user devices, audiovisual systems, and wireless technologies.

Key Responsibilities

• Lead, mentor, and manage the End User Support / Desktop Support team.

• Oversee on-site technical support for end-user hardware including laptops, desktops, printers, tablets, mobile devices, and peripherals.

• Ensure effective support for software applications including COTS, GOTS, and web-based systems.

• Manage and support audiovisual (AV) systems, conference room technologies, and display solutions.

• Oversee troubleshooting and support of wireless technologies (Wi-Fi, VPN, mobile connectivity).

• Establish and enforce SOPs, SLAs, and ITIL-based support processes.

• Monitor ticket queues, service metrics, and user satisfaction using ITSM tools.

• Handle escalations, major incident management, and root cause analysis.

• Coordinate with infrastructure, security, and application teams.

• Manage vendor relationships and support contracts.

• Maintain asset management, lifecycle planning, and inventory tracking.

• Support onboarding/offboarding processes and end-user technology standards.

• Ensure compliance with organizational, security, and regulatory requirements.

Required Skills & Qualifications

• Strong hands-on knowledge of end-user hardware and peripherals.

• Experience supporting Windows and macOS environments.

• Proven expertise in end user software support (COTS, GOTS, web applications).

• Experience with AV systems and collaboration tools (Microsoft Teams, Zoom, WebEx).

• Solid understanding of wireless and networking fundamentals.

• Experience with MDM solutions for mobile and tablet management.

• Proficiency with ticketing and ITSM platforms (ServiceNow, Remedy, Jira, etc.).

• Strong leadership, communication, and customer service skills