Manager of End User Support

Manager Of End User Support

The Manager of End User Support leads ARCHER Systems' end-user support function and ensures a consistent, high-quality support experience across all locations and remote users. This is a player/coach role responsible for day-to-day service desk and deskside support operations, direct leadership of the end-user support team and coordination with India-based support resources as applicable. The Manager is expected to be hands-on for high-impact issues and executive/VIP support while also building repeatable processes and driving measurable improvements in service performance (SLA attainment, backlog reduction, first-contact resolution, and user satisfaction). The role owns end-user support workflows and governance in Jira Service Management and brings extensive, hands-on experience with Microsoft Intune to standardize and manage endpoints (enrollment, configuration, compliance, and application deployment), partnering closely with Infrastructure and Security on endpoint standards, supportability, and compliance.

Position Location: Houston (On-site)

Service Operations & Team Leadership

• Lead the daily operations of end-user support (service desk and deskside), ensuring timely intake, triage, escalation, and resolution of incidents and requests.
• Directly manage and develop the end-user support team (including the Senior Support Engineer and IT Service Coordinator), providing coaching, workload management, training, and performance expectations.
• Own support queue health and operational discipline (categorization, prioritization, status updates, SLA clocks, and documentation) to ensure accurate reporting and predictable service delivery.
• Own incident and problem management for end-user services, including major incident communications/coordination, trend analysis, root cause identification, and driving permanent corrective actions with partner teams.
• Ensure secure support practices (approved remote support tooling, least-privilege access, and privileged escalation workflows) in coordination with Security and Infrastructure.
• Coordinate with the Level 1 Support Center (India) on escalation paths, knowledge transfer, and shared standards to reduce repeat issues and improve first-contact resolution.
• Lead end-user-impacting incident coordination from an end-user perspective (communications, workaround guidance, executive updates), partnering with Infrastructure, Security, and application owners for resolution.

Executive/VIP Support (Hands-On)

• Provide hands-on executive/VIP support for Executive Leadership and other critical users, ensuring responsive, high-touch service and clear communications.
• Due to the hands-on executive/VIP support expectations, maintain occasional after-hours availability for high-impact issues or critical business events.

Endpoint & Device Management (Microsoft Intune)

• Own and administer Microsoft Intune for end-user endpoints, including device enrollment, Windows Autopilot provisioning, configuration profiles, update rings, compliance policies, application deployment, and remediation workflows.
• Partner with Security and Infrastructure to align endpoint baselines (Windows builds, patching coordination, endpoint protection), and ensure support teams execute approved processes.
• Coordinate end-user device lifecycle activities (imaging/provisioning, deployments, replacements, accessories, refresh) and maintain accurate asset records.

ITSM Platform Ownership (Jira Service Management)

• Own and administer Jira Service Management (JSM) for end-user services, including request portals/catalog, workflows, approvals, automations, SLAs, and reporting.
• Own and continuously improve the end-user service catalog and request fulfillment experience (request types, approvals, SLAs, automation), reducing friction and increasing consistency.
• Establish ITSM governance and operational controls (queue hygiene, SLA definitions, appropriate use of statuses such as "On Hold," reporting integrity), and drive continuous service improvement.
• Maintain and improve knowledge articles, standard operating procedures, and self-service resources to increase ticket deflection and consistent resolution.
• Develop lightweight end-user training and enablement (new hire orientation support, quick reference guides, and targeted communications) to reduce repeat issues and improve adoption of approved tools.

Cross-Functional Delivery & Performance

• Oversee joiner/mover/leaver (onboarding/offboarding) execution in partnership with HR, Security, and Infrastructure, ensuring equipment readiness, timely access coordination, and clear end-user communications.
• Own business software acquisition and renewals (not limited to end-user support tooling), including software vendor relationship management (evaluations, renewals, and support interactions) and coordination with Finance/Procurement and IT leadership to reduce Shadow IT and ensure approved, supportable solutions.
• Coordinate end-user support vendors and support contracts (e.g., endpoint support tools, print, conferencing), including renewals and invoice verification in partnership with IT leadership and Finance/Procurement.
• Establish a regular service review cadence with key business stakeholders/site leaders to align expectations, review trends, and plan for upcoming changes impacting end users.
• Provide regular reporting on end-user support performance (SLAs, backlog, customer satisfaction, recurring issues) to IT leadership, highlighting risks, trends, and improvement opportunities.

Requirements

Education

• Bachelor's degree in Information Systems, Computer Science, or a related field is preferred; equivalent experience will be considered.

Experience

• 7+ years of progressive experience in Information Technology with a strong focus on end-user support, service desk, and/or desktop support.
• 3+ years of experience leading or supervising end-user support teams (service desk and/or deskside), including escalation management and service performance management.

Technical Skills (Required)

• Extensive, hands-on experience administering Microsoft Intune for endpoint management (enrollment, configuration, compliance, application deployment, and remediation).
• Advanced experience administering Jira Service Management (JSM), including portal/catalog design, workflows, SLAs, automation, and reporting.
• Strong knowledge of Microsoft technologies, including Windows and Microsoft 365 (Office, Teams, SharePoint/OneDrive) for end-user support and management.

Service Management & Operations

• Strong understanding of IT service management concepts, practices, and procedures; familiarity with ITIL (or similar) frameworks.
• Demonstrated ability to define, operate, and measure SLAs; build and maintain meaningful KPIs (e.g., backlog, CSAT, first-contact resolution) and drive improvements based on data.
• Experience working with distributed support resources (multi-site teams and/or outsourced/offshore support) and building effective cross-team working relationships.

Preferred Qualifications

• Industry certifications such as ITIL, HDI, and/or CompTIA; ITSM-related certifications are a plus.
• Experience with Jira Asset Management (Assets/CMDB) and asset lifecycle processes.
• Experience supporting collaboration/A/V technologies (e.g., Microsoft Teams Rooms) is a plus.
• Experience managing end-user services for a company with 600+ staff distributed over several physical locations and a hybrid workforce, including remote users across the United States.

Core Competencies

• Exceptional problem-solving and critical thinking skills; ability to work effectively in a fast-paced environment.
• Strong leadership skills, including the ability to mentor, coach, and develop team members.
• Excellent verbal and written communication skills, with the ability to collaborate effectively with other departments and stakeholders.
• Position is based in Houston, TX at headquarters. This role is expected to be in the office 4 days per week, with core hours between 9:30 a.m.3:30 p.m. The successful candidate must be able to work on-site most of the time and lead end-user support delivery across the broader Texas office footprint in partnership with the internal helpdesk in India. Limited periodic travel to other offices may be required.

Benefits

• 401(K) retirement plans with matching contributions.
• Comprehensive health insurance coverage.
• Dental and vision insurance plans.
• Parental leave to support work-life balance.
• Short-term and long-term disability coverage.

About ARCHER

ARCHER Systems is a leading technology-enabled legal services company that provides pre-settlement and post-settlement administration services for a single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top-tier talent to enhance customer