End User Support Manager

Key Responsibilities

End-User Support & Service Delivery: Lead IT support operations across multiple locations, managing a team of 35 L1 and L2 end-user support professionals. Define service level agreements (SLAs), oversee incident and escalation management, and monitor help desk performance metrics.

Endpoint & Device Management: Oversee the lifecycle of laptops, desktops,mobile devices, and peripherals, including deployment, configuration, patching, and Unified Endpoint Management (UEM).

IT Asset & Inventory Management: Maintain accurate records of hardware assets, software licences, inventory levels, and spare equipment, and support compliance audits.

Collaboration & Email Platforms: Manage enterprise email, productivity suites, and communication tools, and collaborate with cybersecurity teams on threat mitigation and data protection.

Vendor & Budget Governance: Manage external IT service providers, contract renewals, software licensing costs, and operational budgets.

Access & Security Governance: Partner with IT security teams on identity and access management (IAM), software provisioning, and compliance audits.

Process Automation & Continuous Improvement: Drive improvements in self-service portals, ticketing workflows (e.g., ServiceNow and Jira), and automation to reduce recurring incidents and resolution times.

Technical Expertise:

• Strong understanding of IT infrastructure, hardware, software, networking
• concepts, and troubleshooting methodologies.
• Strong knowledge of SCCM and Intune for device management, patching, and
• application deployment.
• Knowledge of Active Directory, including user and group management.
• Familiarity with LAN and Wi-Fi troubleshooting and the resolution of connectivity
• issues.
• Experience managing print solutions in a corporate environment.
• Knowledge of enterprise-level device management for Windows devices, iPads,
• and Android tablets.
• Knowledge of identity and access management (IAM).