End User Support Manager

ical Support & Issue Resolution:

• Oversee and prioritize the resolution of technical issues and service requests, ensuring that service-level agreements (SLAs) are met.
• Act as an escalation point for complex or high-priority technical issues.
• Ensure that all support tickets are tracked, updated, and resolved in a timely manner.
• Define technical specifications that support the business needs for end user computing (e.g., power laptops, standard laptops, desktops, docking stations, etc.) as well as standard conference room equipment.

System Maintenance & Upgrades:

• Monitor and maintain the health of hardware, software, and networks affecting end users to ensure minimal downtime.
• Work with other IT departments to implement system upgrades, patches, and configurations.
• Work with all IT departments to implement and operate end-user IT systems.

Process Improvement:

• Use data to identify opportunities for process optimization, developing best practices and procedures for IT support.
• Implement automation and self-service tools to improve efficiency and user experience.
• Review and analyze data to recognize trends and proactively address recurring issues.
• Ensure that team is trained in new technologies, tools and processes.

Customer Service & Communication:

• Maintain excellent communication with end users, ensuring that technical support needs are met with professionalism and lead the team to do the same.
• Provide monthly helpdesk metrics and regular updates on the status of IT issues and improvements to end users and management.
• Build relationships with other departments to understand and address their IT needs.
• Communicate technical information in a way that non-technical staff can understand.
• Assist users to optimize their use of the IT system.

ical Support & Issue Resolution:

• Oversee and prioritize the resolution of technical issues and service requests, ensuring that service-level agreements (SLAs) are met.
• Act as an escalation point for complex or high-priority technical issues.
• Ensure that all support tickets are tracked, updated, and resolved in a timely manner.
• Define technical specifications that support the business needs for end user computing (e.g., power laptops, standard laptops, desktops, docking stations, etc.) as well as standard conference room equipment.

System Maintenance & Upgrades:

• Monitor and maintain the health of hardware, software, and networks affecting end users to ensure minimal downtime.
• Work with other IT departments to implement system upgrades, patches, and configurations.
• Work with all IT departments to implement and operate end-user IT systems.

Process Improvement:

• Use data to identify opportunities for process optimization, developing best practices and procedures for IT support.
• Implement automation and self-service tools to improve efficiency and user experience.
• Review and analyze data to recognize trends and proactively address recurring issues.
• Ensure that team is trained in new technologies, tools and processes.

Customer Service & Communication:

• Maintain excellent communication with end users, ensuring that technical support needs are met with professionalism and lead the team to do the same.
• Provide monthly helpdesk metrics and regular updates on the status of IT issues and improvements to end users and management.
• Build relationships with other departments to understand and address their IT needs.
• Communicate technical information in a way that non-technical staff can understand.
• Assist users to optimize their use of the IT system.