Manager of End User Support

Title: Manager, End User Support

Duration: Direct Hire

Location: Onsite, Houston, TX (4 days per week)

Salary Range: Competitive, DOE up to 130k

No C2C or 3rd Party Vendors at this time.

Summary

Seeking an experienced IT support leader to oversee enterprise end-user services across multiple office locations and remote employees. This hands-on leadership position is responsible for managing service desk operations, desktop support, endpoint management, IT service management processes, and executive-level support. The ideal candidate will balance team leadership with direct technical involvement, driving service excellence, operational efficiency, and continuous improvement initiatives while partnering with infrastructure, security, and business stakeholders.

Responsibilities

* Lead daily IT support operations, ensuring efficient handling of incidents, service requests, escalations, and issue resolution.

* Supervise and mentor a team of end-user support professionals while managing workloads, performance, and development plans.

* Monitor service metrics, ticket queues, SLA performance, backlog management, and customer satisfaction initiatives.

* Coordinate major incident response efforts, root cause analysis, and long-term corrective actions.

* Administer and enhance Jira Service Management, including workflows, service catalogs, automations, reporting, and governance.

* Develop and maintain knowledge bases, support documentation, and user self-service resources.

* Manage Microsoft Intune environments, including endpoint provisioning, compliance policies, software deployments, updates, and device lifecycle processes.

* Maintain accurate asset and configuration records through IT asset management platforms.

* Collaborate with HR, Security, and Infrastructure teams on onboarding, offboarding, and employee technology enablement.

* Oversee software procurement activities, vendor relationships, licensing renewals, and technology support contracts.

* Support governance and adoption of approved AI-enabled workplace technologies and end-user best practices.

* Conduct regular service reviews with business stakeholders and provide leadership reporting on support performance and improvement opportunities.

* Deliver white-glove support for executive leadership and critical business users, including occasional after-hours support for high-priority issues.

Skills

* Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.

* 7+ years of progressive IT support, desktop support, or service desk experience.

* 3+ years leading technical support teams in a supervisory or management capacity.

* Expert-level administration of Microsoft Intune, including device management, policy enforcement, application deployment, and endpoint compliance.

* Strong experience with Jira Service Management, including workflow design, SLAs, automation, portals, and reporting.

* Experience managing IT asset inventories, CMDB environments, and technology lifecycle processes.

* Advanced knowledge of Windows operating systems and Microsoft 365 technologies.

* Strong understanding of ITSM methodologies and service delivery best practices.

* Experience defining and managing KPIs, SLAs, customer satisfaction metrics, and operational reporting.

* Proven ability to work effectively with distributed teams, offshore support resources, and multi-location environments.

* Excellent leadership, communication, troubleshooting, and stakeholder management skills.

* Experience supporting hybrid workforces and geographically dispersed organizations is highly preferred.

* ITIL, Microsoft Endpoint Administrator, HDI, Atlassian, or similar certifications are a plus.

* Familiarity with enterprise collaboration tools, meeting room technologies, and AI-powered workplace solutions preferred.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.