Senior Manager, IT End User Services

Work with a Top 20 CPA and advisory firm that Accounts for Anything. Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them.

Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio.

Join Aprio's Information Technology team and you will help clients maximize their opportunities. Aprio Advisory Group, LLC is a progressive, fast-growing firm looking for a Senior Manager, IT End User Services to join their dynamic team.

The Senior IT Manager leads a team of specialists to deliver technical assistance, troubleshooting, and proactive solutions for end users across modern digital platforms. This role is responsible for setting strategic direction, ensuring operational excellence, and driving continuous improvement in support services. The manager oversees end-user support, hardware and software management, guides best practices for collaborative tools (Microsoft 365, Teams, One Drive, SharePoint), and ensures systems are secure, up-to-date, and optimized for organizational efficiency.

The manager supports both on-site and remote staff, fostering a culture of service and innovation.

• Team Leadership and Development
  :
  Recruit, train, and mentor end-user support technologists. Set performance goals, conduct evaluations, and foster professional growth within the team.
• Strategic Technical Support
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  Oversee the diagnosis, resolution, and documentation of user issues related to hardware, software, network connectivity, and cloud-based applications. Ensure high-quality support delivery and adherence to service-level agreements.
• Regional/Country Office Support Ownership
  :
  Own end-to-end IT support service delivery across all offices within an assigned region or country, ensuring consistent service standards, local responsiveness, and alignment with global IT strategy. Act as the primary escalation point for site-level issues and partner with regional leadership to address location-specific needs.
• Device Lifecycle Oversight
  :
  Manage asset inventory, coordinate device deployment and retirement, and ensure secure disposal of obsolete equipment. Establish policies for device management and compliance.
• Collaboration Platform Governance
  :
  Supervise administration of digital collaboration platforms, ensuring users have appropriate access, permissions, and training. Lead troubleshooting and optimization efforts for platforms such as Microsoft Teams, SharePoint, Exchange Online, and One Drive for Business.
• User Onboarding and Offboarding
  :
  Design and oversee processes for onboarding new hires and securely deactivating departing staff accounts. Ensure compliance with organizational policies for device and data management.
• Training and Knowledge Management
  :
  Develop training programs and documentation to empower employees in adopting new technologies and best practices. Promote self-service resources and reduce repetitive queries.
• Security and Compliance Leadership
  :
  Implement and monitor security measures such as multi-factor authentication, device encryption, patching, and antivirus deployment. Collaborate with IT and cybersecurity teams to ensure regulatory compliance and safeguard organizational data.
• Incident and Request Management
  :
  Oversee logging, tracking, and resolution of user requests and incidents. Communicate effectively with stakeholders regarding issue status and resolution.
• Remote Support Strategy
  :
  Ensure effective use of remote access tools to support staff working off-site, maintaining continuity and consistent service across locations.
• Continuous Improvement
  :
  Monitor technology trends and identify opportunities for system, process, or user experience enhancements. Lead initiatives to address recurring issues and prevent future disruptions.
• Vendor and Third-Party Management
  :
  Manage relationships with vendors and external partners for hardware repairs, software licensing, and…