Senior Manager, IT End User Services

Work with a Top 20 CPA and advisory firm that Accounts for Anything.

• 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:
  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 specialized support, ensuring timely resolution and service quality.

• Prior experience: 8+ years in end-user support operations, with at least 5 years in a line-management or technical-leadership capacity.
• Leadership and Team Building:
  Proven ability to lead, motivate, and develop a high-performing support team.
• Technical Expertise:
  Advanced understanding of Windows and Mac operating systems, mobile platforms (iOS and Android), and workplace applications including Microsoft 365 suite.
• Strategic Problem-Solving:
  Analytical skills to diagnose complex issues, identify root causes, and implement effective solutions under pressure.
• Communication:
  Ability to convey technical information clearly to both technical and non-technical audiences. Strong verbal and written communication skills.
• Customer Service Orientation:
  Commitment to delivering positive user experiences and fostering productivity.
• Organization and Time Management :
  Skilled in prioritizing demands, managing multiple projects, and meeting deadlines in a dynamic environment.
• Documentation:
  Attention to detail in recording procedures, troubleshooting steps, and user guides.
• Adaptability :
  Willingness to embrace new technologies and adapt to evolving workplace requirements.
• Familiarity with computer and printer leasing — agreements, lifecycle management, refresh management, return to lessor.
• Bachelor’s degree in Computer Science, Information Systems, or related field — or equivalent applicable years of experience.