Manager, End User Support

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

JOB SUMMARY

The Manager, End User Support is responsible for leading a high-performing team of support professionals across multiple regions, with a primary focus on ensuring excellent end-user service delivery for all physical and virtual endpoint devices, mobile platforms, telecommunication and audio/visual (AV) systems. This role includes ownership of Deskside Support function, providing hands-on leadership in support operations, vendor management, white glove services, asset management, and technology lifecycle initiatives. The ideal candidate will possess strong experience across European and Australian environments, budget oversight, and office site hardware refresh programs, including support for mobile contract lifecycle management and reduction of technical debt across regions.

Essential RESPONSIBILITIES and ACCOUNTABILITIES

Serve as the single point of contact for all Deskside Support escalations and ensure timely incident resolution / request fulfillment. Lead day-to-day operations of the Deskside Support End User Support function, including staff scheduling, workload distribution, KPI performance adherence, and continuous improvement. Design, implement, and manage office site hardware refresh projects for laptops, desktops, peripherals, and mobile phones, including deployment and decommissioning. Oversee white glove/VIP support services ensuring a high-touch, executive-ready experience for senior leadership and other high-profile users. Develop and manage support budgets including forecasting, tracking, and reporting expenditures aligned with IT strategic objectives. Collaborate with key Value-Added Resellers (VARs) and service providers to manage contracts, procurement, warranties, service agreements, and issue escalations. Demonstrate hands-on leadership and oversight of office site hardware refresh and remediation of technical debt by ensuring infrastructure and user environments are current, standardized, and supportable. Ensure compliance with security standards and IT governance policies, particularly regarding mobile device management and endpoint security. Drive support excellence through regular KPI reporting, ticket analysis, QA checks, and feedback loops to continuously improve customer experience. Act as the liaison for global and regional teams, with specific emphasis on operations and user support across European regions, and Australia. Lead and participate in IT projects related to office site hardware refreshes/expansions and desktop, voice, or mobility solutions. Hire, train, coach, and evaluate support personnel, fostering a customer-oriented culture rooted in accountability and high performance. Participate in IT Service Desk call rotations approximately 10% of the time.

JOB SPECIFICATIONS

Knowledge & Skills:

Thorough knowledge of assigned technology platform including Citrix, VMware, V-Sphere, Microsoft Windows, Active Directory/Azure, Intune, Office products, installed application software and management utilities, desktop and laptop. Excellent organizational skills.  Ability to manage time well in a fast paced environment and prioritize tasks frequently. Deep understanding of mobile device management technologies and industry accepted security policies. Broad knowledge of optimization and full utilization of technology supported, including a solid understanding of technology capacity and limitations. Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors. Effective Customer service, leadership and team motivational skills. Excellent problem solving, diagnosing and troubleshooting skills. Solid ITSM experience utilizing ServiceNow or similar tool.

Education & Experience:

Bachelor's degree in Information Technology or a related field preferred; equivalent technical experience considered.

7+ years of experience in End User Support or Service Desk management roles.

3+ years of experience with budget oversight and technology lifecycle projects.

5+ years of experience managing European support operations or geographically dispersed teams.

Prior experience supporting VIPs and providing white glove IT services is required.

Normal office environment Some lifting of hardware of 10kg or more, reaching overhead and crawling into tight spaces to install cabling. Work occasional off-hours work and on-call responsibility

Disclaimer

Incumbent may be asked to perform other duties as required.

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