End User Support Manager

Leading the Service Desk and Desktop Support teams, the full-time End User Support Manager will ensure high-quality technical support delivery, manage staffing and performance metrics, and drive continuous process improvement in a remote environment. Key responsibilities: Oversee daily operations of the Service Desk and Desktop Support teams, ensuring consistent support across time zones Establish and monitor Service Desk KPIs and SLAs, managing ticket queue health and resolution processes Recruit, mentor, and develop team members, conducting performance reviews and career development planning Required qualifications: Bachelor's degree in Information Technology, Computer Science, Business, or equivalent experience 5+ years of experience in IT Service Desk or technical support, with at least 2 years in a supervisory role Strong knowledge of ITSM/ticketing platforms and ITIL best practices Experience with Microsoft 365, Entra ID, Active Directory, and Intune-managed endpoints Proven ability to define and report on SLAs and KPIs, along with strong leadership and coaching skills Virtual Vocations Inc